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.