Ask contact center managers which challenge keeps them up at night, and many of them will single out scheduling.
Here are five tips that will help you optimize your scheduling solution – and one bonus tip to make all of them work more effectively.
Not just anticipated caller demand and agent availability, but weather, special events, regional variables, and anything else that may impact scheduling.
Whenever possible, schedule your best agents on the shifts where call volume is highest, or when your most important customers are likely to call.
Sometimes life happens and good agents can’t show up for a shift. That’s when you’ll be happy to have a roster of on-call reserve agents who can step in on short notice.
If you allow some agents to work from home, you’ll have a wider talent pool to choose from when hiring, as well as agents who can accommodate more flexible schedules.
Offer agents additional motivation to work peak periods.
Bonus Tip: Workforce Management Software
Spreadsheets simply cannot handle fluctuations in call volume, agent preferences and call center activities as efficiently as a workforce management solution.
With WFM, its easier to analyze call metrics, after call work, time spent in training and coaching sessions, break durations and other non-call related activities to optimize forecasting and scheduling. You can monitor agent activity in real-time, and make adjustments so unforeseen service hiccups don’t last the entire shift.
You’ll also be able to employ skill-based scheduling, while giving your agents more flexibility in changing their schedules and swapping shifts with co-workers.
Finally, WFM also boosts forecast accuracy – which in turn boosts scheduling precision.
Publish Date: August 13, 2018 5:00 AM
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
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UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
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SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
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