This post explores how to tackle contact center scheduling challenges with the right technology, so your contact center can be properly staffed and run as efficiently as possible.
What challenges does contact center scheduling bring?
Among the most significant challenges to contact center scheduling are:
- Balancing the needs and wants of agents
- Ensuring that the contact center is adequately staffed, meaning there are enough agents to handle the volume, and no one is sitting idle
- Making sure that agents with the right skill set are on shift
The way you schedule your agents matters, too. If you’re using manual methods like spreadsheets, that adds a layer of complexity and frustration.
What happens if someone unexpectedly calls out sick suddenly, or isn’t able to make it to a shift for another reason? That throws off your schedule entirely, and you wind up with a contact center that’s understaffed.
How can you overcome contact center staffing challenges?
It comes down to following a few best practices:
- Choose the right contact center software
- Automate the scheduling process
- Optimize staffing so no one sits idle
- Ensure employees with the right skills work when they’re most needed
- Offer flexible scheduling to agents
- Enable agents to work from their location of choice
1. Choose the right contact center software
The first step to solving your schedule woes lies in choosing the right contact center software. The right contact center software features a workforce management solution. The term “workforce management” or WFM refers to a set of internal processes that allow decision makers to manage: – Read more
Learn More About RingCentral