eResource Planner

eResourcePlanner Improves Efficiency in Contact Centers

eResourcePlanner offers the most complete set of schedule and exception management tools in the industry. Since our focus is only on schedule and exception management, we offer the broadest range of tools to our clients.

eResourcePlanner has created a comprehensive tool set for Contact Centers to communicate and mange schedules and exceptions. Let your employees see their schedules, select time off, additional hours, shift bids, vacation bids, intra-day exceptions and more, all using your company policies and rule sets. Once the transaction is entered by your agent, the rule sets help to complete the transaction according to your staffing or business needs, then move the transaction information automatically into your Workforce Management Software.

You can open "pre-approved" times of the day, week or month for certain events or exceptions, manage time off and overtime calendars, and even do "what-if" analysis to see the impact of events on your net staffing. In addition to transaction management, eResourcePlanner offers performance management tools and survey capabilities to make staff management more effective.

The system is rules based and allows access utilizing a collection of privileges to ensure that you can manage groups as small as a single person to as large as multiple sites around the world. All the information displays in local time zone, so you can post availability for time off, overtime or even project work across your centers around the world from a single location.

Time Off
Allow your staff to see calendars, select time off, track FMLA, bid for future dates and get immediate disposition. They can also report themselves absent or tardy and the system will manage their attendance and notify everyone who needs to know automatically. The Vacation Bid process allows you to post for a period of time and create rules by round for the amount of time that a user can select.
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Shift Bidding and Coverage
eResourcePlanner allows you to present open shifts or holiday coverage needs to a specific skill set or department, then automatically present it to another if all the schedules are not filled. Complete simple or complex periodic shift bids with minimal effort. Use whatever criteria you like to present and fill the openings. Click for More Info

Shift Management
Allow your staff to trade shifts with peers, drop and pick up open schedules, bid for holidays, or request schedule adjustments.

Additional Hours Coverage
Just like shift coverage, you can post overtime, additional hours, for agents to view and select based on your criteria and needs. Fill only those time periods that require additional staff. You can even preset budget amounts for additional hours coverage.
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Use the Phone!
eResourcePlanner has an IVR application that allows staff to call in and report themselves absent, tardy, or to listen to their shift for a specific date or dates.

Tracking and Reporting
eResourcePlanner offers a full range of tools for reporting, analysis, employee development, certifications and skills tracking, timesheet and payroll tracking and more. Our extraordinary notification capabilities allow staff to set reminders for themselves for job tasks and many other types of events. In addition, the system will apprise managers of events based on notification criteria you set. This means that the system is watching out for your best interests while you watch out for your company's best interests.

Easy Access
eResourcePlanner can be accessed by your staff and vendors using any web enabled device. This means that they can access their schedule information 24 hours a day, seven days a week. In addition, they can utilize the phone application for key information exchange.

Reduce Costs
eResourcePlanner has a very strong business case that has been proven in the healthcare and other industries. Most clients have a four to seven month Return on their Investment! Also, eResourcePlanner is a web based solution, which means that you do not have to invest in costly hardware and software. This also means that there are virtually NO IT resource requirements. eResourcePlanner integrates with all industry standard software quickly and easily.