Home →
Call Centers →
The Perks of Call Center Scheduling Software
- On Way to Omni-Channel, Retailers Try Beacons and More
- Chief Data Officer Role Continues to Evolve
- What Is Sales Enablement Software and Do You Need It?
- 5 Ways to Use Virtual Reality in the Enterprise
- 8 Open Source BPM Software Options
- How HTAP Database Technology Can Help You
- 9 Apps Empowering Finance
Call center scheduling software can help reduce labor efficiencies and operating costs.
Workforce management software – or call center scheduling software – help call center managers reduce costs and labor efficiencies. This TMC article provides an in-depth overview on today's call center scheduling solutions and how it can improve call center management.
"Today’s call center scheduling solutions, which are increasingly delivered via the software–as-a-service or cloud model of delivery, sport advanced forecasting capabilities that enable call center managers to accurately forecast call volume, based on historical call data captured from the ACD. These forecasts, in turn, help managers more accurately schedule the proper number of agents for any given shift.
"This functionality is critical for holding down call center operating costs: Schedule too many agents for any given shift and you’ll have agents sitting around idly, waiting for calls to come in.
"At the same time, it’s also critical for maintaining service levels: Schedule not enough agents and call hold times will increase, resulting in customer complaints and low customer satisfaction. A more accurate schedule helps you meet or exceed your service levels, ensuring that you answer calls in a timely manner."
This article was originally published on June 8, 2010
