Call Center Scheduling Feature Article
February 11, 2013
ShiftHound V3.0 Debuts Command Center, Interactive Day View Scheduler
By Madhubanti Rudra, TMCnet Contributor
Advancements in the communication technology have drastically changed the ways call centers operate today, making the tasks more complicated for the managers. From assigning tasks to the agents with appropriate skills to ensuring they are completing them in an efficient manner, a call center manager is always pressed for time. Above all, they have to ensure there are smooth transition between the shifts to ensure maximum labor efficiency and customer satisfaction. So, call center scheduling solutions can significantly simplify the tasks of a manager.
Lately, ShiftHound’s call center scheduling software has become quite popular in the health care, long term care and nursing industries where there is a need for shift-based call center operations. In an attempt to enable the managers take faster scheduling decision, the San-Diego-based company has released an upgraded version of its Open Shift Management (OSM) and Scheduling solution.
In a statement, ShiftHound said that the version 3.0 of its SaaS (News - Alert)-based scheduling software comes with improved navigation abilities so that busy managers get a streamlined visibility of the resources and are able to quickly perform all their scheduling tasks via a single screen. This is expected to improve staffing efficiency at the call centers and patient care across the organization.
The previous version of ShiftHound allowed for scheduled and open shifts assignments, easy point and click scheduling, PTO, and shift swapping workflows, as well as calculation of labor costs and overtime all through one browser. But, the enhanced version of ShiftHound comes with the new command center to allow the managers to approve multiple Staff requests at once from one screen, including approvals of coverage requests, open shift requests and time off requests. This feature has been designed to save time and offer management full visibility of both administrative and staff announcements.
ShiftHound Online Scheduling v3.0 is provided with an improved interface that includes an Interactive Day View Scheduler, enabling the managers to carry out changes and updates for the day, simply by dragging functionality.
“This provides Dynamic Scheduling capabilities for changes and updates for the day, which can be performed right from this screen with easy drag functionality. Management can easily see Employee Availability and the detailed day can be filtered down by shift and even down to fifteen-minute intervals. Schedule updates will also automatically adjust real-time staffing levels accordingly,” CTO for ShiftHound Doug Bertozzi commented in a statement.
Edited by Amanda Ciccatelli