6 Top Tips for Contact Center Scheduling
Scheduling is where the magic happens in WFM. It’s where you create shifts for your agents that match supply with demand, delivering great customer service while keeping the agents on-side and minimizing costs. Scheduling is never simple and it’s partly art and partly science. What’s more, all the parameters of scheduling have changed in the last year: employees, customers, and businesses. The good news is that we have scheduling options today that didn’t exist before. Join Dean Couchman and John Wade, two super-experienced WFM practitioners from InVision, as they reveal some hot tips that work. If you’re responsible for scheduling in a contact center and you want to deliver your best-ever schedules, this webinar is a must-attend.
In this webinar, you will
- How to schedule around new patterns of customer demand
- How scheduling can boost agent engagement and reduce turnover
- The impact on scheduling of a mixed office/home workforce