But when you review the daily stats, you may find situations where a real-time response could have improved customer service, rather than finishing a shift with a staffing issue. All it takes is a few hours to lose a lot of customers.
That’s why it is critical for call center management to also keep track of key metrics throughout the course of the day. It’s a practice made considerably easier through workforce management software. Dashboards provide visual displays of call center data, providing insight into every key WFM process:
- Forecasts – did unforeseen circumstances render your predictions inaccurate?
- Schedules – Too many agents this shift? Not enough? Did more agents than expected call in sick?
- Adherence – Are one-hour lunch breaks becoming 90-minute breaks? Did an agent leaves ten minutes before his shift was over?
To find our more, check out Monet’s intra-day workforce management demo.