Call Center Scheduling Feature Article
July 16, 2009
How to Simplify Your Call Center Scheduling
By Patrick Barnard, Group Managing Editor, TMCnet
Supervisors typically spend 15 to 20 percent of their time scheduling agents. Hundreds of hours of productivity are lost each year due to cumbersome agent scheduling using spreadsheets.
But businesses can simplify call center scheduling by replacing spreadsheets with a hosted workforce management solution, freeing up time for more important tasks such as agent coaching and training.
Today’s hosted WFM solutions are quick and easy to deploy. There is no need to invest in additional equipment or infrastructure. And because the software is delivered on a subscription basis, the cost of the service can be neatly represented as a single line item in the monthly operating budget. The software is upgraded automatically, and the provider manages its delivery, so there are no surprises in terms of maintenance or troubleshooting.
With a hosted WFM solution, businesses can improve schedule adherence, reduce shrinkage and boost agent productivity, while improving agent satisfaction and retention. And with advanced analytics capabilities, they're able to forecast call volume, with surprising accuracy, helping them schedule the right number of agents for any particular shift. They also can accurately schedule agents based on their unique skill sets – thus hosted WFM solutions achieve scheduling efficiencies that spreadsheets simply cannot deliver.
Companies interested in learning more about the advantages of hosted WFM solutions shoud check out an upcoming Webinar, “How to Simplify Your Call Center Scheduling,” sponsored by Monet Software, scheduled for 10 a.m., Thursday, July 23.
In this Webinar, businesses will learn to simplify call center scheduling by replacing spreadsheets with a hosted WFM solution. Industry expert Chuck Ciarlo, who successfully owned and operated multiple call centers, will demonstrate how spreadsheet-based scheduling costs time and money; how a WFM solution frees up time for important tasks such as agent coaching, training; and how a hosted WFM makes it simple and affordable to schedule agents.
To register for this informative Webinar, click here.
Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.
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