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April 18, 2011

Webinar - Call Center Scheduling Success Depends on Adherence - Free Webinar


Ask a call center manager to name their biggest challenge in the workweek and they just might point to call center scheduling. This is a significant reference given the number of different elements the call center manager must juggle to deliver on expected performance levels. This recent Monet Software blog focused on call center scheduling and how learning proven practices can help the call center to deliver greater value overall.




The company is offering all of those in call center scheduling positions to 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 the challenges call center managers face when trying to focus on proper call center scheduling.

Register today to learn that one of the most challenging tasks related to call centers is not in the calculations of forecasting or in the numerous iterations of coming up with the best mix in the overall schedule. Instead, the biggest challenge in the call center overall is easily call center scheduling.

Call center managers must effectively determine the best way to keep the right number of call center agents with the right skill sets in their seats, handling customer interactions at the right time of day. The challenge in call center scheduling is not so much who needs to be where and when, but how to get staff to show up on time and stick with their planned break, training and acceptable time designated for various work tasks.

Attendees at this informative event will learn how to identify the right reward and consequence programs that will support adherence goals; how to describe the best options for setting adherence performance goals and selling to the call center staff; the best way to quantify the cost and service implications when call center staff is missing; the proper methods for communication and education of staff on the “power of one” in call center scheduling; and how to identify the reasons why staff do not adhere to the schedule plan.

The webinar will feature Penny Reynolds as the special guest speaker. This industry expert is the Founder of the Call Center School and will provide all attendees with proven practices on schedule adherence so you can get your call center scheduling back on track to drive performance goals. To learn how to keep your call center agents focused and performing, register for this event 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.