Call Center Scheduling Featured Article
October 29, 2008
Ongoing Demand for Live Agents Drives Need for Call Center Scheduling
Traditional call centers that existed to merely answer phones or make outgoing calls have morphed over time to become multi-channel contact centers that offer customers a variety of ways to interact with a company, including self-service options via speech automation, Web sites and more. As these changes occurred, the dynamics within call center scheduling also changed.
With the increasing mobility of consumers, the demand for real-time information available any time and from any where is also growing. As the use of alternative interaction channels increases, the demand on live call center agents has been decreasing, allowing these individuals to focus more attention on specific clients.
One question that arises time and again is the longevity of live agents within the contact center industry: will they ever be completely replaced by automated and self-service systems? Such an approach would eliminate all call center scheduling challenges, but would it be the best move for the industry overall?
One question that arises time and again is the longevity of live agents within the contact center industry: will they ever be completely replaced by automated and self-service systems? Such an approach would eliminate all call center scheduling challenges, but would it be the best move for the industry overall?
According to Lynn Stephen, president of RBI International, Canada, when customer calls are monitored, it is easy to detect that customers are delighted to contact with a live agent. Stephen believes that the trend will be to add more live agents and if this trend emerges, the need for more effective call center scheduling will also grow.
Correspondence Supervisor, Telesa Wilson-Finney, agrees that live agents can never be totally replaced. While it is possible that many of these agents will move from the phones to Web-chats, Wilson-Finney shared in an industry publication that agents will never be replaced unless the expectations of the customer change.
It is important to remember that regardless of the technology that is available in the industry to improve interactions and the availability of information, the industry is still made up of people interacting with people. As long as customers expect such interactions, the need for live agents will always exist. This need helps to drive the demand for effectively scheduling call center agents to adequately support customers.
Correspondence Supervisor, Telesa Wilson-Finney, agrees that live agents can never be totally replaced. While it is possible that many of these agents will move from the phones to Web-chats, Wilson-Finney shared in an industry publication that agents will never be replaced unless the expectations of the customer change.
It is important to remember that regardless of the technology that is available in the industry to improve interactions and the availability of information, the industry is still made up of people interacting with people. As long as customers expect such interactions, the need for live agents will always exist. This need helps to drive the demand for effectively scheduling call center agents to adequately support customers.
Proper call center scheduling ensures that the right amount of agents with the necessary skills is available whether call volumes are high or low. Much of this scheduling relies heavily on the ability of the call center to accurately forecast call volumes. When forecasting is successful, scheduling will also lead to optimal performance.
Monet Software call center scheduling solutions help to deliver to the call center the tools necessary to schedule call center agents according to experience, skills and need. When call center agents are properly scheduled, each agent’s time is optimized to deliver the best possible customer service, protecting the base and providing a strong basis for growth.
Monet Software call center scheduling solutions help to deliver to the call center the tools necessary to schedule call center agents according to experience, skills and need. When call center agents are properly scheduled, each agent’s time is optimized to deliver the best possible customer service, protecting the base and providing a strong basis for growth.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Fixed Service Strategies for Mobile Network Operators, brought to you by Comverse (News - Alert).
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 Michelle Robart