How can I move away from scheduling on spreadsheets?
Many contact centers still rely on spreadsheets for daily forecasting and scheduling. It’s an imperfect system that results in lower customer service and higher costs. The limitations of a spreadsheet also result in fixed schedules that can produce higher shrinkage and overstaffing.
Moving away from scheduling on spreadsheets is not an issue when this vital task can be efficiently automated by workforce management software. With WFM it is easier to manage start times, end times and breaks with an ease of flexibility that dramatically improves service levels. Scheduling is also faster – some managers can save as much as 25% of the time once devoted to filling in spreadsheets – time that can now be used for additional agent training or to attend to other matters.
Speech Analytics for Improved Customer Service
Speech Analytics has been common practice at larger call centers for years. But more recently, top-tier quality monitoring software has
Transform your COST center to a Call Center
It’s expensive running a COST Center. But it’s possible to convert your business back into a quality call center by