Date Published: May 06, 2010 - Last Updated 5 Years, 106 Days, 5 Hours, 22 Minutes ago
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.