Planning and Management
Empowering contact center excellence for 30 years!

Planning and Management Process

Call center management is as easy as 1, 2, 3, (4, 5, 6…). The Call Center Planning and Management Process includes the nine fundamental steps that your center should be following in order to be properly staffed, scheduled, forecasted and prepared for just about anything.

These nine steps encapsulate the basics for making sure that your center's service level objectives are suited to your organization's needs - and that your right resources are in place to make this happen.



Topics: Strategy & Planning, Workforce Management, Metrics

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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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