Eliminate Long Hold Times with Workforce Management

Posted by John Rake

10/24/14 9:03 AM


How you schedule contact center agents affects operations and customer satisfaction in ways you may not even realize. For example, tweaking your schedule so you have the optimum number of agents with the right skills on board at peak call times can greatly affect hold times.

You can eliminate guesswork from scheduling with the right workforce management tool. Workforce management enables you to forecast staffing requirements, call volumes, and other parameters so you will be adequately staffed to meet any requirements, thus eliminating the long hold times that increase customer frustration.

Workforce management has several features that help reduce hold times and create a more efficient contact center:

  • Flexible forecasting algorithms enable managers to look ahead for times particular skills will be called for, so agents who are trained in those areas can be on hand to meet customer needs.
  • What-if scenarios take into account historical data so you have the correct staff in place to handle call volumes during busy times, such as after the holidays or following a product release.
  • Schedule optimization uses sophisticated algorithms to determine which skill sets you will need to handle customer requirements during different times of day. That way, you can optimize your workforce schedule to meet specific service level requirements.
  • Real-time adherence alerts managers as to when agents are getting off track. A simple, photo-based color system tells you whether an agent is out of adherence, at risk, or right where they should be.

Workforce management can guide you step-by-step through forecasting and scheduling so you always have the right staff in place to meet customer needs and keep hold times short.

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Topics: Contact Center Technology

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