Increase Workforce Optimization with Better Vacation and Holiday Planning

Managing a successful contact center can be a difficult task today without the help of software solutions for better workforce management and enhanced performance.

 

Scheduling is especially important in today's call centers where the right staffing helps the organization to remain efficient and cost effective.

 

While scheduling can be a daunting task, add to it the need to also figure in time off and holiday planning for each agent - and things get even trickier.

 

Taking advantage of a quality workforce management solution can help the contact center to better forecast and plan accurate schedules.

 

To meet this need, IEX (News - Alert) offers TotalView Vacation and Holiday planner as part of its TotalView Advanced features offering.

 

The advanced offering provides specific solutions for challenges associated with managing multiple agent skills, agent adherence and self-service capabilities and helps contact centers streamline time-off and assignment processes.

 

The solution is also fully integrated with the scheduling system so understaffing and other scheduling issues are avoided.

 

Using the TotalView Vacation and Holiday planner it is easy to manage different types of time off needed like sick time, personal time, vacation time and to make sure only a certain amount of agents are off on the same day, the offering includes configurable rules that can be managed independently based on shifts, skill sets and sites.

 

Agents can also submit their time off requests via a centralized kiosk or though a WebStation Plus Time Off Manager feature and are empowered with the ability to check their off remaining, as well as bid on dates they'd like off or enter a waiting list for a specific time slot.

 

Not only can contact centers benefit from improved scheduling of time off requests because workflow goes uninterrupted, but agent morale is also improved as appreciation in having more control over their time off is gained.