Tips for Proactive and Reactive Contact Center Management

Precise planning can make the difference between contact centers operating at optimal efficiency, and those with personnel and resources that are not properly utilized. A proactive approach is necessary to formulate such detailed plans, especially when working with a workforce management solution such as Monet’s WFM Live. Here are 3 tips that should help make staffing more efficient and reliable:

  • Plan outbound calls for case management as non-call work
  • Run roster performance simulations several days in advance
  • Hire flexible part-time and full-time agents

When it’s Important to be Reactive?So does that mean being a reactive analyst is somehow less important? There are times when it is vital to ensure schedule coverage and streamlined workflow. Once again, having the right technology in place can make all the difference.How can you spot an effective, reactive analyst? He or she is the one who:

  • Creates employee templates for standard agent types (such as customer service 9-5, cross-skilled overnight, escalations & level 2 afternoon shift) to build a roster that achieves different coverage patterns quickly
  • Schedules meetings in advance with a meeting planner function during times when coverage is acceptable
  • Facilitates schedule change requests and agent shift swaps
  • Creates roster shifts when there are coverage gaps for agents to bid on. Agents submit requests which supervisors can approve, to fill and re-balance  the “required vs. assigned” figures

All of these services are more easily and accurately provided with the right tools. Find out more about how Monet can help managers and analysts achieve their service goals. To get more tips and best practices, please contact us or check out our workforce management resource library.

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