A little history lesson: Over a century ago, formulas were developed to help banks recognize patterns in seemingly random customer demand and predict foot traffic at their teller windows. Those same formulas are the foundation of those used in many contact center scheduling software solutions today to expose patterns in call volumes.
Creating the best schedule possible in your contact center is an exercise in balancing variables, including:
The job of the person responsible for scheduling, at its most rudimentary, is to make sure you have enough agents to cover your operating hours. Beyond that, though, the balancing act gets more complex as you consider:
Abandonment is a key metric associated with service level. Of course, there are numerous reasons why a caller would abandon a call, but it could be a sign that the caller’s patience is running out.
The worst time to learn your schedule is not the best it could be is when you see it in action during the workday.
For many small contact centers seeking to create the best schedule, it comes down to a choice between using Excel or WFM software. It’s important to note that you don’t have to invest hundreds of thousands of dollars in a large WFM system to elevate your scheduling process.
Business has become/grown to be much more complex, and customers more demanding over the past century, so we can’t claim that creating the optimal schedule for your small contact center is easier than it was for the banker in 1920. That said, you have a 21st Century tool at your disposal — WFM software — representing a significant step up from Excel in scheduling sophistication.
Eleveo’s scheduling solution simplifies and fortifies scheduling across channels and for multi-skill agents. Powerful and easy-to-use, it accesses historical data collected by your contact center platform, providing a fact-basis for predicting the number of agents needed for a given period. It enables managers to visualize the impact of different scenarios on agent demand, and our drag-and-drop interface makes it easy to adjust schedules and distribute any changes to agents in real-time through their mobile device’s native calendar.
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