Call Center Scheduling Feature Article
May 03, 2011
Upcoming Webinar Offering Simple Strategies for Call Center Schedule Adherence
By David Sims, TMCnet Contributing Editor
An upcoming Webinar, titled “Six Simple Strategies for Improving Schedule Adherence in your Call Center,” will be offered in conjunction with Monet Software on Wednesday, May 11, at 2:00 in the afternoon on the East Coast, and 11 in the morning out on the West Coast.
According to Webinar organizers, of all the tough jobs related to managing a call center, one many people don’t think of is “the intricate calculations of proper forecasting,” as well as “the numerous iterations of coming up with the best schedule mix.”
In fact, Webinar organizers say, the hardest part may come “after the schedules are in place -- simply ensuring there is the right number of staff with the right skills in their seats at the right times of the day.”
It’s really a fairly difficult issue, simply covering the basics. Forget advanced tips and tricks for slicing and dicing data, how do you get staff to show up for work on time and stick to their planned break times?
Penny Reynolds, a Founding Partner of The Call Center School where she heads up curriculum development, will present practices on adherence, including such issues as how to quantify the cost and service implications of missing staff, identify ways to communicate and educate staff on the “power of one” in call center staffing, describe options for setting adherence performance goals and selling to the staff and identify the reasons why staff don't adhere to the schedule plan, among others.
Also presenting will be Chuck Ciarlo, CEO of Monet Software. For the last two decades, Ciarlo has worked to help companies manage their call center workforces. He began his contact center career in 1978 when he founded U.S. Business Services Inc, a full service telemarketing company.
Register now for the presentation.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Rich Steeves