When it comes to providing superior customer service in a contact center setting, it all comes down to how you schedule your agents. Contact center leaders must have adequate staffing to meet demand to ensure every agent has the time needed to resolve issues without rushing on to the next inquiry abruptly. Additionally, contact center leaders must ensure they schedule agents with diverse backgrounds so that any customer can get quality support regardless of the issues they’re faced with or how they choose to reach out to your organization.
It isn’t enough to simply fill every chair in your contact center, though. Overstaffing can reduce productivity on a per-agent basis, negatively impact your bottom line and causing administrative headaches.
Fortunately, there is workforce management software available today that can help contact center leaders find the perfect balance when scheduling agents. Here are some of the ways that workforce management software can improve employee scheduling.
Integrating WFM software into your contact center will empower your agents to manage their own schedules. This includes managing time off, vacation, switching shifts with other employees and bidding for shifts as well. Giving agents the autonomy to manage their own schedules ensures that nothing falls through the cracks as the needs of employees change.
WFM software also provides contact center leaders with real-time tracking and forecasting across channels, meaning that you can better predict how many agents you will need to schedule in advance. This enables the contact center to boost productivity without generating unnecessary expenses.
Workforce management software can even help you prepare for the unexpected. Managers can use the software to play out “what-if” scenarios to see how a sudden disruption could impact agent performance. Managers can use this information to prepare emergency scheduling responses and flexibly pivot to maintain order and quality support even in the midst of a crisis.
Efficient scheduling is critical to the success of any contact center. But you don’t have to make your manager figure out how to optimize their workforce alone. Contact center software can provide your managers the insights they will need to ensure they have the right agents working exactly when they’re needed most.