Workforce Management Feature Article
May 11, 2011
Explore the Potential in Schedule Adherence: Free Webinar
By Susan J. Campbell, TMCnet Contributing Editor
There are a number of different challenges that exist for managers in the call center space. While it may be easy to assume that the biggest challenges relate to the intricate calculations involved in accurate forecasting or the various elements that come into play to determine the best schedule mix, the core challenge may be even bigger. Yes, these tasks are challenging, but they may be surpassed by schedule adherence.
TMCnet has partnered with Monet Software to offer a free webinar: Six Simple Strategies for Improving Schedule Adherence in your Call Center, scheduled for Wednesday May 11, 2011 2:00pm ET/ 11:00am PT.
This free event will focus on what could easily be the hardest part of call center management: ensuring that there is the right number of staff with the right skills in their seats at the right times of the day. Otherwise known as schedule adherence, this focus demands that staff show up to work on time and stick with their planned break times as well as generally acceptable times on various work tasks. For some, this can be easier said than done.
Register today for this informative event as special guest speaker and industry expert, Penny Reynolds from The Call Center School will share with all attendees proven practices on adherence that have resulted in increased availability.
In attending this webinar, you will learn how to quantify the cost and service implications of missing staff. You will also learn how to identify ways to communicate and educate staff on the “power of one” in call center staffing. You will also be exposed to the options for setting adherence performance goals and selling to your staff.
Attendees will also be able to identify the reasons why staff are not adhering to the schedule plan, as well as reward and consequence programs that support adherence goals.
This webinar is designed specifically for call center managers and directors, as well as workforce planners, frontline supervisors and anyone else who is struggling with the challenge of keeping agents in their seats to produce desired performance goals. If you fall into any of these categories, this is one event you will not want to miss. Register today!
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 Rich Steeves