Call Center Scheduling Featured Article
Take the Time to Employ Contact Center Scheduling Software
Sit down, got another letter to write
Think I'll got to get the letter just right
There's a ringing on the telephone
Oh no, got to write a little later
No such day as tomorrow, only one two three go!
These are some of the lyrics to a favorite song of mine by Joe Jackson (News - Alert). Change the word letter to email, and this could sum up the experience of some customer service personnel.
Contact center agents and other customer-facing employees tend to fell rushed and under pressure. And sometimes people they serve can be quite rude.
So when you find agents who can take the heat and are there for you when you need them, let them know. Leverage their good work to keep your most valuable customers. And use effective call center scheduling software to do that.
Good contact center scheduling software can improve life for agents by making sure the appropriate kind and number of personnel is available to contend with the workload. That way it’s more manageable for everyone, and customers have better experiences.
Such software, populated with the right information, can allow you to more accurately gauge and prevent shrinkage. It can help you have top talent in place with key customers need them. And it can help you reward your top talent – like those who effectively handle the most calls in a given time period, complete tasks ahead of schedule and use the extra time to do other importance work, etc. – with the best shifts.
And organizations that provide their agents with open source freeware scheduling tools take that goodness to a whole new level. Such solutions allow agents to swap shifts with other agents. That way, agents have more control, which can result in greater employee engagement. And managers don’t have to spend time away from other tasks collecting and inputting those changes, resulting in greater productivity.
Edited by Maurice Nagle