Call Center Scheduling Feature Article
March 13, 2013
Call Center Scheduling Made Easy
By Susan J. Campbell, TMCnet Contributing Editor
The color-coded dashboard goes a long way toward simplifying information capture in a variety of environments. In the call center, it can serve as a powerful scheduling and monitoring tool. As much activity that takes place in the typical customer service setting, automating and simplifying the call center scheduling process is critical to ensure optimal performance and efficient operation.
To explore the tools available to the call center manager today, check out this video from Monet Software. The company’s Monet WFM (Workforce Management) Live product offers a graphical schedule of all call center activities. With key information immediately available, managers can monitor call center activities through a color-coded dashboard to ensure easy and efficient scheduling.
The intuitive interface allows users to easily drag and drop lunches, breaks and other changes to the schedule to keep it up to date in real-time. The different colors included on the display indicate various agent states throughout the day. Minimize the legend and users can see the continuation of the color dates throughout the day, broken into 15-minute increments. The schedule will show the agent’s name and a summary of availability versus requirement.
Managers can also access a summary of total agents on breaks, lunches and exceptions. Supervisors and managers can also use the graphical roster to dynamically manage exceptions throughout the day. The intuitive clock interface is used to select the details of the exception. Once the exception is applied, it appears on the agent’s schedule, updating availability and requirement calculations at the top of the screen.
The information is then automatically added to the employee record, allowing managers or supervisors to obtain a full report on all changes, exceptions and deletions to any day of the call center schedule. The manager or supervisor can also change, add or delete any daily schedule as needed when managing all exceptions that occur within the call center environment.
While the tools available in the WFM Live platform may seem excessive for simply managing employees and their work schedules, any call center manager can report on the delicate balance required to manage agents according to skills, availability and requirements of the center. With a solution that simplifies the scheduling and management of agents, call center leaders can spend more time guiding performance.
Edited by Amanda Ciccatelli