Intra-day management is a set of activities performed within the course of a day or a contact center shift to manage unplanned events that require immediate action to maintain consistent performance. These include staffing, exception management, change requests and management reporting.

 

It’s a practice made considerably easier through workforce management software. Dashboards provide visual displays of call center data, providing an instant snapshot of what is happening at every moment throughout the day. With this data, managers can make changes before the customer experience can be affected.

 

In this whitepaper, you will learn the best practices that will help maximize the capabilities of an intra-day management tool:

1. Re-forecast

2. Optimize Breaks and Lunch On the Fly

3. Schedule Change and Reminder Alerting

4. Monitor RTA

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