Still Scheduling with Spreadsheets? Put WFM on Your Holiday List
Scheduling is a vital component in the success of every call center. And concrete, reliable data is vital to achieve accurate, consistent scheduling results. For decades, that data was gathered through spreadsheets, and would take hours to compile. Even then, the results were not always accurate, or flexible enough to accommodate last minute changes or other issues. And yet, hundreds of contact centers continue to handle forecasting and scheduling the same inefficient way they did 20 years ago, which is why the data generated sometimes proves insufficient. It’s time for a change, and technology has made that change possible. An automated workforce management (WFM) solution can improve scheduling accuracy, making sure all the necessary resources are always in place. A WFM system provides the flexibility to automatically manage start times, end times and break times. Spreadsheets cannot match this speed and efficiency, which results in unhappy agents and higher shrinkage. And wouldn’t you rather spend the hours now devoted to compiling schedules to focusing on other aspects of your business – or just getting out of the office on time for a change? If so, perhaps it’s time to add a WFM solution to your holiday list. To find out more about this important investment, read “The Real Cost of Spreadsheet Based Scheduling” to find out if you should put WFM on your holiday wish list.
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is