Contact Center Scheduling
Workforce management with forecasting   With personnel costs representing upwards of 65 percent of contact center budgets, effective scheduling is critical to controlling costs. Scheduling too many agents can unnecessarily increase your costs. Scheduling too few agents can result in customer dissatisfaction. Creating schedules manually can cost a lot of time and headaches. As a result, contact centers require a solution for easily managing their workforce at an affordable price.
The solution Contact Center Scheduling integrates with Contact Center Management forecasting capabilities to enable you to ¨        Automatically schedule agents to meet forecasted activity levels on a shift, daily, weekly and monthly basis ¨        Efficiently schedule agents by assigning tasks to them based on skill set ¨        Schedule within budget by viewing reports (generated automatically) on the financial impact of each schedule ¨        Adjust schedules on the fly based on changing conditions Plan and track training, meetings, vacations and sick leave with sophisticated accrual-based leave planning ¨        Store employee skills, hire dates, payroll rates, addresses and emergency information with employee profiles  ¨        Report on schedules, budgets and payroll rates
Contact center benefits Contact Center Scheduling provides you with advanced, automated capabilities that ¨        Ensure the right number of agents with the right skills are always available to meet contact center service levels ¨        Reduce costs and payroll expenses by avoiding unnecessary scheduling ¨        Reduce the administrative time required for manual scheduling ¨        Increase employee morale and reduce turnover by offering flexible and consistent schedules ¨        Respond to changing resource demands on the fly ¨        Avoid scheduling conflicts in employee availability and overtime eligibility
^back to the top