Workforce Management Feature Article
February 05, 2013
Schedule Call Center Agents with Ease
By Robbie Pleasant, TMCnet Contributor
Call centers can make or break the customer experience. So what can make or break a call center? Workforce management, of course. A good WFM solution can ensure that employees are always working at times convenient to them without the center being understaffed, and ensure that everything is running smoothly.
At any given day, there are a number of things that can interrupt a call center agent’s day, from family emergencies to supervisors making a sudden stop by. As such, Workforce Management systems have begun taking that into account with integrated exception planners that can account and adjust for both planned and unexpected interruptions.
Furthermore, with complete schedule integration, one can make sure that the center is always fully staffed. It can take recurring exceptions into account, or plan for single events in the future, as well as exceptions at any point during the day. This way, managers will always know when more staff is needed and when their employees are available or absent.
Schedule exception is a great tool for workforce management, and fortunately, there are some great solutions for that. For example, Monet Software has the Monet Live with the intra-day schedule management, which does all of the above and more. With it, call center managers can better prepare and account for exceptions and interruptions, so that the call center remains adequately staffed at all times.
A single bad call center experience can turn a customer away, but fortunately, a good experience can win them over for life. The difference can be made by something as simple as how long they have to wait to reach an agent, and how much time the agent can spare on them. Time is money, as the saying goes, and that’s incredibly true when taking care of customers. Workforce management helps make sure that call centers are always properly staffed, without having to worry about any exceptions that may arise.
Edited by Amanda Ciccatelli