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ICMI Announces the Upgrade to Its Popular 'Easy Start Call Center Scheduler'

ANNAPOLIS , MD (December 9, 2004)--- Incoming Calls Management Institute (ICMI) today announced the new version of their popular step-by-step scheduling software program, Easy Start Call Center Scheduler. Currently installed in hundreds of call centers, this economical but powerful scheduling software is designed specifically for call centers that can not afford high-priced workforce management systems.

By using an interactive "wizard" to create a quick and easy spreadsheet for scheduling call center agents, the software allows call center managers to identify when they will be under- or over-staffed. Based on time-specific information about service levels, occupancy rates and the volume of transactional work on hand, Easy Start assists with scheduling issues for any interval of the day.

Erlang C calculations, the same as in ICMI’s popular QueueView program, show the minimum staff necessary each day to meet service level objectives for incoming calls, including VoIP or text-chat.

The Easy Start Call Center Scheduler makes it easy for managers to plan the right staff to meet response time goals for transactions such as email, fax, Web callbacks or correspondence processing by checking the center's run rate throughout the day. The software also makes it simple to identify when to schedule training classes around under-staffed intervals and when to call in extra help, before calls build up in queue.

Priced at just $499, the Easy Start Call Center Scheduler can be ordered by visiting the ICMI Web site, www.icmi.com, or by calling 800-672-6177. The new version is available free for current users of Easy Start Call Center Scheduler by contacting ICMI at 800-672-6177 or emailing easystart@icmi.com.

About Incoming Calls Management Institute (ICMI) Inc.

ICMI Inc. is a global leader in call center consulting, training, publications and membership services. ICMI’s mission is to help call centers (contact centers, help desks, customer care, support centers) achieve operational excellence and superior business results. Based in Annapolis, MD, the organization was established in 1985 and was first to develop and deliver management training customized for call centers. Today, ICMI has become the industry’s leading provider of membership services with an impressive line-up of call center management resources, including instant access to prominent research, expert advice and career development tools, and a networking forum that spans more than 40 countries worldwide. ICMI is not associated with, owned or subsidized by any industry supplier—its only source of funding is from those who use its services. For more information about ICMI, visit www.icmi.com, or call 800.672.6177 (410.267.0700).

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