Call Center Scheduling Featured Article
November 11, 2009
Free Webinar to Offer Seven Tips for Improving Call Center Scheduling
Companies everywhere are cutting back staffing in their call centers – but at the same time they are putting increasing pressure on call center managers to maintain if not improve service levels.
As a result, call center managers must ensure that agent time is being used effectively. Every minute that an agent spends “on the clock” but not on the phone is money lost to an organization.
To achieve new labor efficiencies, many call center managers are discontinuing their use of spreadsheets as a scheduling tool and instead are adopting hosted workforce management solutions for their advanced forecasting capabilities. Using these Web-based systems, which are quick and inexpensive to deploy, call center managers can forecast, with a high degree of accuracy, how many agents will be needed for any given shift.
With today’s Web-based WFM systems, call center managers can improve schedule adherence, reduce shrinkage, enable better schedule flexibility and boost agent productivity in ways that spreadsheets cannot deliver. Most importantly, they can avoid the call center management nightmare of having too many agents scheduled for a shift, sitting around doing nothing -- or not having enough agents to handle the volume, resulting in poor service levels and reduced customer satisfaction.
Still, in order for WFM software to be effective, you need to have a plan on how you are going to implement it and use it within the framework of your operations.
If you’re hungry for tips on how you can improve your call center scheduling, regardless of whether you are already using WFM software or not, be sure to check out the upcoming free webinar, “Seven Tips for More Effective Call Center Scheduling,” to be held from 10 to 11 a.m., PT (1 to 2 p.m. ET) on Thursday, Nov. 19, 2009.
This free webinar is being presented by workforce management solutions provider Monet Software.
During the event, Chuck Ciarlo, who is an expert on call center management, will reveal the seven tips and explain how they can improve your call center scheduling. Attendees will learn how to simplify their call center forecasting and scheduling in order to improve service levels and reduce costs.
More specifically attendees will learn:
--How these 7 tips can improve your scheduling results
--How to implement and monitor those tips as part of your scheduling process
--How Monet’s WFM solution helps you automate those improved scheduling processes
In addition Ciarlo will discuss how to implement and monitor the seven tips as part of your scheduling process, as well as how Monet’s software’s Web-based workforce management solution can help automate these processes.
To register for this free webinar, click here.
For information on other upcoming Monet Software webinars, click here.
To achieve new labor efficiencies, many call center managers are discontinuing their use of spreadsheets as a scheduling tool and instead are adopting hosted workforce management solutions for their advanced forecasting capabilities. Using these Web-based systems, which are quick and inexpensive to deploy, call center managers can forecast, with a high degree of accuracy, how many agents will be needed for any given shift.
With today’s Web-based WFM systems, call center managers can improve schedule adherence, reduce shrinkage, enable better schedule flexibility and boost agent productivity in ways that spreadsheets cannot deliver. Most importantly, they can avoid the call center management nightmare of having too many agents scheduled for a shift, sitting around doing nothing -- or not having enough agents to handle the volume, resulting in poor service levels and reduced customer satisfaction.
Still, in order for WFM software to be effective, you need to have a plan on how you are going to implement it and use it within the framework of your operations.
If you’re hungry for tips on how you can improve your call center scheduling, regardless of whether you are already using WFM software or not, be sure to check out the upcoming free webinar, “Seven Tips for More Effective Call Center Scheduling,” to be held from 10 to 11 a.m., PT (1 to 2 p.m. ET) on Thursday, Nov. 19, 2009.
This free webinar is being presented by workforce management solutions provider Monet Software.
During the event, Chuck Ciarlo, who is an expert on call center management, will reveal the seven tips and explain how they can improve your call center scheduling. Attendees will learn how to simplify their call center forecasting and scheduling in order to improve service levels and reduce costs.
More specifically attendees will learn:
--How these 7 tips can improve your scheduling results
--How to implement and monitor those tips as part of your scheduling process
--How Monet’s WFM solution helps you automate those improved scheduling processes
In addition Ciarlo will discuss how to implement and monitor the seven tips as part of your scheduling process, as well as how Monet’s software’s Web-based workforce management solution can help automate these processes.
To register for this free webinar, click here.
For information on other upcoming Monet Software webinars, click here.
Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.
Edited by Patrick Barnard
