Call Center Scheduling in Real Time
So you’ve finished your call center scheduling duties and are ready to focus on other tasks – until you discover that the average call wait time is longer than it should be, and either something was missed on forecasting or a lot of customers just felt this was the day they needed to place an order or ask a question.
What do you do? If you’re locked into your scheduling, you may end up with angry customers and frazzled agents. Situations like this are going to happen. They should be rare if you’re using the call center scheduling and forecasting tools at your disposal in a workforce management (WFM) solution; however, sometimes even the best laid plans can go awry. When they do, hopefully you can count on a call center scheduling solution with real-time updates that will allow you to adjust forecasts and schedules accordingly. When external conditions change, managers should be able to review the call center metrics, in real time, that will help the business get back on track. By reviewing forecast vs. actual call volume and agent adherence, managers can then re-run forecasting and scheduling based on what is happening in the call center at that very moment. Then, they can update the schedule based on current conditions, and adjust staffing as quickly as possible so customer service is restored to optimum level. Please watch this short video to see intra-day call center scheduling in action. Call center scheduling may not be an exact science, but real-time WFM will expose any glitches, so they can be corrected before they cause too many issues.
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