What is workforce scheduling?

Workforce scheduling at a contact center is both an art and a science. The objective is to have the right number of employees, with the right skills at the right times to meet anticipated call volumes for all communication channels offered. Preferably this should be achieved within a targeted service level and at minimal cost.

Next to hiring the right personnel, workforce scheduling plays the most significant role in maximizing resources and making sure calls are handled in a courteous and efficient manner. Some contact centers handle both forecasting and scheduling with spreadsheets. But with workforce managements, the scheduling process can be made faster, easier, and more accurate. Managers also achieve more visibility into call center operations and schedule adherence throughout the day, and can react more quickly to fluctuations in call volumes.

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