Intra-day Workforce Management? It’s as Easy as “Drag and Drop”
Wouldn’t it be nice to check your contact center status and quickly review agent activities on a single color-coded dashboard? If you see green, you know everything is as it should be. If you see red, you know that action has to be taken, and you are then able to make real-time schedule changes that have an immediate impact on contact center performance.
Thankfully, this isn’t one of those scenarios like “Wouldn’t it be nice if chocolate was good for you?” In this case such quick and easy status checks and schedule adjustments are certainly possible, with a technology solution like Monet WFM Live.
When changes need to be made, the graphical schedule generated by Monet WFM Live allows managers to drag and drop breaks, lunches and other changes. The real-time updates provide an up-to-the-minute picture for agent surpluses and shortages throughout the day.
In addition, reports, organized as easy to read charts, provide managers with the data necessary to create individualized shifts for a particular agent (based on exceptional skills, special needs or other variables), as well as extensive employee-level configuration options for non-call work assignment.
Five Ways Performance Management Data Contributes To A Better Contact Center
The frustrating thing about performance management (PM) is it’s never going to be perfect. Of course, that’s not uncommon in
The Critical Role of Bank Contact Centers
Depending on your age, you may remember a time when banks competed more aggressively against each other for business. There