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Contact Center Staffing and Scheduling: Group Design and Other Considerations
Master the fine points of creating effective agent groups, routing calls accordingly and keeping team members motivated throughout the workday.
Hiring and keeping the right people is just one piece of the puzzle when it comes to effectively managing a call center. Creating an optimal customer experience also requires that calls be handled by the right members of your staff at the right times. Through ICMI’s Contact Center Staffing and Scheduling: Group Design and Other Considerations Part 3 virtual classroom course, you’ll take planning to the next step with strategies for grouping staff members based on skills, as well as other staffing consideration pertinent to all call centers.
In this course, you’ll explore group design and the powerful principles behind pooling, including ICMI’s strong argument for skills-based routing. We’ll show you a step-by-step plan you can use to implement skill-based routing, as well as some typical errors to avoid. And you’ll also cover scheduling for multisite environments.
Once you have a solid scheduling foundation, you’ll learn strategies for managing attendance and adherence, including ways to communicate the “Power of One” to frontline agents. You’ll also examine how rostered staff affects your scheduling and contributes to shrinkage.
Finally you’ll learn the types of measurements that will show you how well scheduling is working and your accuracy level so you can continue to make progress.
Designed for managers, supervisors and analysts who are responsible for workforce management, this course covers:
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