Call Center Scheduling Featured Article
April 04, 2008
Call Center Scheduling
Call center scheduling plays an important role in today's call center for its ability to effectively manage and plan agent work schedules to maximize productivity while also keep agents happy.
Good call center scheduling not only makes it clear who will be working, where and when, but also makes use of advanced capabilities to staff agents based on their skill sets and other factors.
These advanced scheduling capabilities help to increase profitability and growth for the call center by ensuring the call center is never over- or under- staffed and that all agents are working efficiently.
A good call center scheduling system is also prepared for unexpected peaks and valleys and helps call centers to, no matter what, maintain the same level of service, or better, for their customers.
Call center scheduling must also take into consideration factors like holidays, and other events in agent scheduling that can, if not anticipated ahead of time, cause disruptions in scheduling.
The Monet Workforce Management System offers call centers a forecasting and agent scheduling application that helps optimize employee schedules, reduce costs, and improve service levels.
With Monet, it is possible for call centers to handle scheduling across multiple sites including virtual ones, and schedule agents based on their skills, while also taking seasonal volume changes and other constraints into consideration.
Monet also includes real-time and intra-day management capabilities that respond to call volume fluctuations and update forecasts and schedules in real-time so agent scheduling is always accurate.
CLICK HERE to learn more about Monet, and the call center scheduling features it offers.
Also, be sure to check out the Call Center Scheduling channel on TMCnet.
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.
