Cheap Tickets Inc., Honolulu, said yesterday that it has selected IEX, Richardson, TX, to provide a workforce management product to enhance the scheduling process in its call centers.
Cheap Tickets, which sells travel services through a network of four call centers, said it would use the TotalView Workforce Management program from IEX to help it handle increased call volume and improve service without adding to its 700-agent staff.
The product integrates skills-based forecasting and scheduling for multimedia call centers.
