6 Tips to tackle contact center scheduling challenges

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

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Cloud communications for startups: Is it time to scale up?

Cloud communications and UCaaS for startups can seem daunting at first, but they can also be a real game changer. From supporting growth and team collaboration to helping you access the best talent anywhere in the world, the benefits abound. 

But is there an optimal time or company size for scaling up to the cloud for your business communications? Is your startup “too small” to make an investment in UCaaS today? Let’s find out. 

Today, we’ll cover: 


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What are “cloud communications?” 

Cloud communications are internet-based voice and data communications tools for businesses to manage applications, storage, and switching—all hosted by a third party on the cloud. 

Businesses can outsource systems management responsibilities like switching, provisioning, and data storage and security to cloud communications providers. 

This does more than simply reduce costs (although this is a huge plus!). It also delivers advanced features and functionality that enable employees to communicate and collaborate in ways—and places—they never thought possible. 

What is “UCaaS”? 

Unified communications as a service (UCaaS) provides a cloud-based business communications system across multiple channels and devices. UCaaS combines phone service, video conferencing, team messaging, SMS, fax, and other communications tools on a single integrated cloud platform. It’s designed to be accessed from any device—desktop, smartphone, or tablet. 

Basically, it puts all your business communication channels in one place, which can reap serious benefits. More on that later. – Read more

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5 myths of switching from on-premises PBX to cloud

Work in a post-pandemic world will change in unprecedented ways. Several major companies have already begun to adopt permanent work-from-anywhere models. And many are looking at hybrid approaches—where employees split their time between the office and home.

So how do companies support the new norm? For starters, a fundamental shift in technology might be in order. During the COVID-19 lockdowns, businesses discovered that their on-premises systems couldn’t support an increasingly remote workforce. Many of them turned to digital transformation and the cloud instead.

Despite the shift, though, many leaders still might be on the fence. They might have concerns about security, costs, and other factors. But in the post-pandemic workplace, switching to the cloud isn’t just a luxury—it’s become a must.

That being said, let’s address some of the top myths behind switching from on-premises PBX to the cloud.

Myth #1: On-premises solutions are more stable than cloud solutions

Myth: 

You might think maintaining connectivity and service is easier when your infrastructure is located in the same building as you. After all, you can easily access your system for troubleshooting and repairs.

However, with on-premises systems, you’re entirely at the mercy of whatever is happening locally—meaning a power outage or weather event can knock out service entirely. At the same time, you won’t know there’s a problem with your system or equipment until the lines go down. 

Reality: 

Cloud solutions are housed in multiple geographically distributed data centers. If one location is affected—whether by an unexpected event or even high levels of usage—traffic is routed through another data center, with no service interruptions to your users.

The best providers proactively monitor their networks 24/7 so they can detect, diagnose and address issues as quickly as possible, often preventing service disruptions before they happen. 

Furthermore, most enterprise cloud communications providers stand behind their obligation to provide reliable service via a Service Level Agreement (SLA) that guarantees a minimum percentage of uptime, or maximum downtime. To ensure maximum service with the fewest interruptions, look for a provider that guarantees the “five 9s”—or 99.999% uptime. – Read more

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