Focus on forecast accuracy first to avoid under-staffing, minimize crisis situation, and constant shuffling around of agents! Try to get the best possible forecast baseline for your schedule:
- Identify historic and future call volume “driver” (special days, events, promotion, etc.)
- Run various forecast scenarios
- Include all customer service related activities into forecast (call and non-call)
- Include all communication channels (call, email, chat, etc.)
Inform your agents about forecasting/schedule procedures, ask them about their preferences, and explain the need for flexibility. Open communication should help create an open and more fun work environment, while also achieving more effective schedules:
- Survey about preferences and personal needs
- Work with them to match with needs of the business
- Provide incentives for “being flexible” (e.g. bonus or slightly higher pay)
Automate repetitive forecasting/scheduling tasks to gain more time for monitoring, coaching, and training. Automate reports and make it a routine to compare forecasted with actual call volume, adherence and schedule effectiveness to learn "what worked, and what didn't":
- Automate inclusion of call history into forecasting procedures
- Automate forecasting and schedule scenarios with simulation
- Create a dashboard with your daily performance goal to streamline intra-day monitoring and management
