Sounds like a challenge, but with Monet WFM, the process becomes easier, more precise and more flexible. Managers now have the capability to track intra-day trends for immediate adjustments, and for optimal schedule creation, which helps contact centers consistently meet service levels and control costs.
Here are a few additional tips that will help managers striving to become proactive.
- Enter time off exceptions, meetings and training before the roster is generated to close gaps in roster assignments or shift placement; but if you must enter them afterward, the WFM system can automatically optimize them in a way that reduces manager overhead
- Impromptu training sessions are easier to schedule with little to no impact by using the meeting planner function
- Wider lunch and break windows are made possible by flexible shift profiles
- Enter the maximum allowable time in the Exception Calendar/Time off Manager – this provides more visibility for agents and prevents schedulers from over-committing to time-off, which could impact contact center operation
Can Monet help you get more from your WFM solution? Contact our Customer Success team and let’s talk.