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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How to troubleshoot 5 common VoIP problems

How to troubleshoot 5 common VoIP problems - SaaS - Serchen.com

Sure, using WiFi calling and VoIP instead of a regular old phone has lots of benefits and can save you a lot of money, especially if you’re often calling folks in other countries. But we’d be kidding you if we said that VoIP never has any problems. The good news is that most of the common issues that do pop up are relatively easy to solve on your own. And knowing how to spot and troubleshoot common VoIP problems can save you a lot of tech support headaches.

So, before you reach for the phone to call technical support, try these out. The VoIP problem solutions here might just save a ton of your time (and money).

Here are some of the most common VoIP problems—and how to fix them. Skip ahead if you’re interested in learning about any specific one of these:

  1. Choppy audio
  2. Echo
  3. Network issues
  4. Bandwidth-related problems
  5. Jitter and jitter buffer 

The most common VoIP problems and how to fix them

1. Choppy audio

The most common cause of choppy audio when you’re on a VoIP call is insufficient bandwidth.

Now, this doesn’t necessarily point to your internet service provider as the culprit; nor does it mean there’s “too much traffic” in your network. It could be that you have another bandwidth-eating app running at the same time. You might also be using the wrong compression code.

Remember that a two-way conversation eats up around 90 kbps for both upload and download. Test to confirm that your bandwidth usage is causing choppy voice in your VoIP service. – Read more

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Read other blog posts about VOIP technology