Noble ShiftTrack WFM Chosen by Australian Pacific Touring

PRESS RELEASE: Noble Systems announces that Australian Pacific Touring (APT), an established innovator in Australia’s touring and cruising industries, has chosen Noble® ShiftTrack Workforce Management (WFM) to support the firm’s client service programs.

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“The ability to interface with our existing ACD was a key factor in our selection of the ShiftTrack WFM solution,” stated Simon Mooney, General Manager of Customer Service at APT. “We plan to use Noble’s technology to calculate forecasts for inbound call volumes and we anticipate our workforce scheduling will see notable gains in efficiency from the projections.”

Noble ShiftTrack, which interfaces with virtually all automatic call distribution (ACD) systems, will be used in conjunction with Australian Pacific Touring’s ACD to collect data on staff amounts and call volumes relative to time intervals. The data captured by the WFM solution will be used to produce forecasts for inbound call volumes and desired call handling times and service levels, provide optimized scheduling, and manage real-time adherence for agent schedules.

“Noble’s workforce management technology has proven to be extremely effective at ensuring the correct number of skilled agents are available to respond to customer inquiries regardless of channel or time of day,” said Ashley Clayton, General Manager for Noble Systems Australia. “We believe APT, an organisation with a well-established reputation for delivering terrific tours and outstanding client service, will be able to strengthen their service levels even further with our solution.”