Workforce Planning for contact centres, and especially scheduling is all about trade-offs. Every contact centre wants to reduce its bottom line, increase its productivity and keep its customers and employees happy. However, every WFP decision made results in a trade-off, some more than others.
One such trade-off that any scheduler will be familiar with, is the battle of what’s best for my centre - Team Based schedules or Individual Agent Scheduling? Depending upon who you ask you will get a different answer and here's why.
Publish Date: July 29, 2012 3:37 PM