Call Center Scheduling Feature Article
February 12, 2009
Call Center Scheduling Solutions Improve Overall Call Center Operations
By Susan J. Campbell, TMCnet Contributing Editor
Beyond the agent, call center managers must also schedule according to demand within the call center, scheduled training and coaching sessions, unplanned sick days, breaks, and so much more. At the same time, the call center manager must be able to bring in a full staff at any given time if volume were to suddenly increase.
Call center scheduling done through an automated program can also be tested in a simulation model. This process allows the call center manager to implement certain variables into the model – such as acceptable wait time; anticipated call volume; agents available; etc. – to simulate a given week and understand the associated cost.
Call centers are finding their budgeting tightening more than ever before and this puts more pressure on the manager and agents to perform. With such an increase in pressure, solutions that help to streamline operations can be a welcome change. Monet Software is one company that can deliver such a solution.
Monet Software offers call center scheduling solutions that allow the call center manager to stay focused on running the center. Monet’s automated solution helps to eliminate human error and account for every detail that can throw off an otherwise effective schedule.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Michelle Robart
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