The cost and service benefits that resource planning and performance management processes and technology provide for phone calls can now be achieved with back office work and other contact activity as well.

Working with the QPC MIG, QPC's Back Office Management solutions will enable you to get productivity, handle time, service level and arrival rate information from existing processes, workflow systems and applications within your back office to enable performance management and workforce management:

QPC Desktop Connect - a simple way to integrate with existing systems at the desktop level, providing agent productivity and task handle time data. Desktop Connect also features additional tools to help you to understand and optimise your workflow processes, as well as easily integrate to desktop applications and enhance their functionality.

QPC Agent Activity Track (AAT) - enables agents to 'self declare' their availability to do work, the number of tasks they have completed within a period and the type of work they are doing.

QPC Work Management Centre (WMC) - typically collects arrival rate information for manual tasks, such as opening mail, via a web interface that prompts an administrator to input how many tasks have been completed within the previous period. Additionally QPC's WMC can also integrate with third party applications, such as email servers, to collect arrival rate information.