Call center forecasting and scheduling best practices
In a 2010 survey by DMG, call center managers rated the following 4 tasks as their top call center workforce management challenges:
- Need to schedule phone and non-phone activity
- Need to optimize the mix of full-time/part-time/flex workers
- Poor agent adherence
- Need to schedule multiple channel: phone, email, chat, etc.
Here are some best practices we would like to share with you that might help you overcome those call center scheduling challenges:
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