Call Center Scheduling Featured Article
Call Center Scheduling Enables Agent Adherence
Call center scheduling for the multi-channel, multi-location environment requires a close examination of various time zones, new communication channels, potential shrinkage and changing agent availability. Without the necessary software tools to automate this process, call center management may have a hard time creating the productive and efficient environment.
This recent Monet Software blog focused on the increasing complexity within the configurations of today’s call centers. Customer interactions are more demanding and new communication channels increase the risk for shrinkage without the proper call center scheduling tools in place. It’s no longer enough to simply manage shrinkage in this environment by looking out across the call center and comparing performance against the spreadsheet.
To optimize the proper approach to call center scheduling, there are specific elements the organization must be able to overcome, according to Monet Software. For call center scheduling to succeed, managers must remember that distributed call centers and home agents make it more challenging to track and manage attendance, breaks, exceptions and more. Automated processes for call center scheduling can help to overcome these challenges and put the right approach to scheduling in place.
It is also more difficult to manage shrinkage without the appropriate tools for scheduling, forecasting and tacking adherence for each channel in an environment with multiple communication channels. The organization managing e-mail, phone, chat, social media and more must have tools to address call center scheduling according to the needs of each channel.
Call center scheduling software can help call centers with no effective way to forecast and schedule non-call activities, including meetings, breaks, unplanned discussions and more that causes shrinkage. Putting the right tools in place eliminates this shrinkage, enabling the call center to improve the bottom line.
The call center that lacks the workforce management solution will face increased problems with shrinkage. Such a call center often lacks the necessary visibility into activities happening at any moment in time compared with that should be happening according to call center scheduling.
To help the call center with shrinkage challenges, Monet Software offers the on-demand webinar, "Strategies for improved call center schedule adherence". This webinar features Penny Reynolds, industry expert from the Call Center School. Reynolds shares proven methods for schedule adherence to focus on proper call center scheduling to increase availability and reduce shrinkage.
Call center scheduling does not have to be a challenging task and it can produce an efficient environment and a healthy bottom line. To learn more, download the Monet Software webinar listed above.
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 Chris DiMarco