Call Center Management Throughout the Day – What’s Important?

Annual stats, monthly stats, weekly stats, daily stats – all of this information is important for tracking progress on quality assurance and customer satisfaction goals. But when you review the daily stats, you may find situations where a real-time response could have improved customer service, rather than finishing a shift with a staffing issue. All it takes is a few hours to lose a lot of customers. That’s why it is critical for call center management to also keep track of key metrics throughout the course of the day. It’s a practice made considerably easier through workforce management software. Dashboards provide visual displays of call center data, providing insight into every key WFM process:

  • Forecasts – did unforeseen circumstances render your predictions inaccurate?
  • Schedules – Too many agents this shift? Not enough? Did more agents than expected call in sick?
  • Adherence – Are one-hour lunch breaks becoming 90-minute breaks? Did an agent leaves ten minutes before his shift was over?

Workforce management dashboards provide call center management with an instant snapshot of what is happening at every moment throughout the day. Now you have the information you need to make changes before the customer experience can be affected. To find our more, check out Monet’s intra-day workforce management demo.

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