Contact Center Staffing and Scheduling: Design and Implementation

Call center staffing is at the heart of achieving service level objectives. Adding just one additional agent to your group can positively effect customer wait times by leaps and bounds. However, overstaffing can lead to boredom and wasted resources.

You will learn to:

• Recognize the calculations and judgments behind determining staff requirements across all channels.
• Understand the necessity of calculating staffing requirements by the half-hour, not by day or week.
• Determine whether Erlang C, computer simulation or a combination of the two is right for your environment.
• Staff for email and other response time activities.
• Develop long-term staffing models to assist in planning and budgeting.
• Navigate peaks and valleys in workload demand
• Minimize schedule variance
• Integrate deviation into a schedule
• Balance organizational and employee needs
• Manage a surplus of employees on the schedule
• Implement a tiered schedule to reduce real-time chaos in the center
• Incorporate non-phone activities to make scheduling most cost-effective
• Size queue groups
• Decide when skills-based routing is the right approach Multi-site schedule
• Develop a culture that encourages great adherence to schedule

Who should attend?

Managers, supervisors and analysts who are responsible for workforce management or who want to gain a better understanding of how staffing is calculated.

Date:	Price:
No course dates are scheduled at this time.	$699.00

Call Center Learning Solutions "Training the voice of your business" ©