Call Center Scheduling Featured Article
How Scheduling, Forecasting Software Can Improve CX, KPIs
Self-service is great. But the fact remains that sometimes you just need to talk in real time to get the job done. And that’s the case whether you are young, old, tech saavy or tech adverse.
Indeed, late in 2016 Bain & Co. revealed study results indicating millennials call their banks at 1.7 times the rate of older folks. Bain said the millennial outreach was primarily because this generation often times finds banks’ mobile apps and other online tools confusing.
That’s rather surprising, right?
Well, there can be all kinds of surprises lurking when it comes to customer service traffic. So organizations need to be as prepared as possible so they’re ready to answer the call.
Using forecasting tools to help with that can go a long way in achieving positive customer experiences and meeting key performance indicators. Scheduling tools related to those forecasting tools also enable greater flexibility as needed.
Forecasting tools look for patterns in contact center traffic. They look at variations in traffic based on time of year, day of week, time of day. They consider how holidays, special promotions, and other factors may affect traffic as well.
And in cases of unplanned and unexpected events like power outages occur, scheduling software can come to the rescue to quickly find a solution to the problem. For example, it can help you call into action on-call agents, who can come in on short notice or have the tools to work from home. They can also help you tap outsourced agent resources.
Scheduling software also has a lot of benefits on the front-end. It can enable organizations to offer workers more flexible schedules and shifts. And it can even allow workers to swap shifts without human resources overhead.