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5 Tips to Optimize Contact Center Scheduling - Verint Monet - ContactCenterWorld.com Blog

5 Tips to Optimize Contact Center Scheduling

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. 

1. Consider Everything

Not just anticipated caller demand and agent availability, but weather, special events, regional variables, and anything else that may impact scheduling. 


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2. Maximize the Skills of Your Stars

Whenever possible, schedule your best agents on the shifts where call volume is highest, or when your most important customers are likely to call. 

3. A Talented Bench

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.

4. Consider Telecommuting

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.

5. Incentives

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.

Source: http://www.monetsoftware.com/blog/Workforce-Management/post/5-tips-to-optimize-contact-center-scheduling

Publish Date: August 13, 2018


2023 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets Connect

Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

5.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

6.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

7.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

8.) 
Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

9.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

10.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 



View more from Verint Monet

Recent Blog Posts:
Helping Agents Buy Into Workforce OptimizationOctober 1, 2018
The Competitive Edge Delivered by Speech AnalyticsOctober 1, 2018
Cut Every Customer Call By One MinuteOctober 1, 2018
Remote Agents: Making That System Work With Workforce ManagementOctober 1, 2018
Comfort Pets at Contact Centers? Why Not?October 1, 2018
Five Musts for Your Workforce Optimization SolutionAugust 29, 2018
The “Now You Knows” of Speech AnalyticsAugust 29, 2018
Can Contact Center Agents Replace In-Store Employees?August 29, 2018
Healthcare Contact Centers: The Open Enrollment CrunchAugust 14, 2018
5 Tips to Optimize Contact Center SchedulingAugust 13, 2018

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