The London Borough of Hillingdon is committed to delivering excellent service. Previously the Council used Excel spreadsheets to manage agent resource across the Council's contact centre. Increasingly, there was a requirement for wider management across a range of both skills and services.
Hillingdon was impressed by the fact that QMax has been developed
by those who know contact centre work inside and out. The Council has now moved away from complicated Excel spreadsheets to a streamlined workforce management system which managed the resource efficiently.
The ‘What if’ scenario, long range forecasting and Intra-Day Planning allow the Council to improve resource management. The Council is now open for longer, without the need to increase the number of staff.