If you are a call center manager, supervisor or WFM analyst and face one, many or even all of the following challenges:
- Need to schedule phone and non-phone activities
- Need to optimize the mix of full/part-time and flexible workers
- Experience poor agent adherence
- Need to schedule multiple channels, such as phone, email, ...
... then you should join us for our upcoming webinar "
Best practices in call center scheduling" that will be hosted on March 30, 2011 at 10 am PST. We will talk about the following:
- Schedule optimization: How to properly handle call, non-call activities and exceptions, breaks, lunches, training, etc.
- Schedule adjustment: How to deal with call volume fluctuations and adjust schedules
- Schedule adherence: How to set goals, measure adherence and keep agents motivated to adhere to schedules.
We hope you can
join us.
