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The perennial call center (contact center) challenge of matching staff to ever-changing workloads is taking on new urgency in many organizations around the world. The very forces that are making scheduling difficult -- more complex products and services, new types of contacts (e.g., from social media), heightened customer expectations, and the need for more diverse agent skills -- are creating an environment in which accurate scheduling is essential. And, of course, all of this is hitting as economic challenges continue to exert budget pressures in many organizations.
Fortunately, effective scheduling is a process that can be learned and continuously improved -- you get better at it with practice! An important prerequisite is in understanding that effective scheduling goes far beyond the mechanics of putting schedules together. Organizations getting the best results view this aspect of management as a cross-functional responsibility.
Brad is an author, speaker and consultant and his clients have included many of today’s service leaders – American Express, Apple, USAA, Google and others. He has worked across 45 states and in 60 countries, and has advised governments in the United States, Australia, and Canada. Brad was a founding partner in and former CEO of the International Customer Management Institute (ICMI). His book, Call Center Management on Fast Forward, is recipient of an Amazon.com best-selling award. Contact info: www.bradcleveland.com
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