Scheduling Agents: Between Risk and Return

Scheduling Agents - Between Risk and Return_main image

For some contact centers, striking the right balance in giving customers the most accommodating experience and maintaining reasonable costs can be too overwhelming that often leads to a series of controversy. Lost sales, lost loyalty, and a lack of agent management are among the many of these issues. So predicting demand and staffing to match isn’t just important—it’s crucial. Maybe it’s time to adopt a workforce automation tool, like agent scheduling, which lets you manage your contact center by the numbers.

Here are a few reasons why you should pay attention to agent scheduling: (1) effective scheduling helps manage costs potently, enhance work operation and raise agent retention rates. This will also improve agent satisfaction thus making them happier. However, (2) interaction channels and the rising number of remote agents are focal to the difficulties that scheduling is facing. Lastly, (3) forecasting demand is all about collecting intense data with thorough analysis. This task becomes increasingly complicated as channels and customer demands rocket to an all-time high.

Change is inevitable. The trick for an efficient management change is to automate scheduling and monitor volume spikes and lulls to adjust schedules and optimize efficiencies. This will ultimately help your management team be more productive, which gives them more time for coaching the right skills in addressing their callers’ needs quickly.

Larger contact centers have frequently used automated workforce management tools to uncover patterns, create statistical models and forecast demand. And it’s not at all easy. But now to that we have cloud technology, which small and mid-size contact centers can take advantage of, its operation can be maximized and may even improve functions such as correcting agent adherence and monitoring work performance.

Monotonous work such as monitoring traffic and generating schedules are only one of the few efforts involved in keeping a workforce management tool. Supervisors and managers can be advantageous in freeing up more time in coaching when a good workforce management solution is done. Performing demand analyses in a snippet can save you precise forecasted contact volumes and agent requirements based on those projections—much more consistently.

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