Call Center Staffing and Scheduling 3-Part Series, Part 3: Group Design and Other Considerations

Staffing and scheduling in a contact center are challenging tasks. Once you have a handle on the basics, there are still many other considerations that come into play. How do you manage non-phone activities? How big should your queue groups be? Should you utilize skills-based routing? What about multi site routing? How can you get agents to adhere to their schedules?

These questions and more will be answered in this insightful seminar. You’ll come away with a great understanding of:

• How to incorporate non-phone activities to make scheduling most cost-effective
• What size queue groups are best for your center
• When is skills-based routing the right approach
• How can multi site scheduling really work
• How to develop a culture that encourages great adherence to schedule

Any workforce management professional tasked with staffing and scheduling efficiently and effectively will benefit from a look at these larger considerations. Register today!

Value added materials

• Printable Slide Presentation
• “Scheduling for Today's 'Do-It-All' Call Center, 3-Part Series”
• "Skill-Set Scheduling in a Multiskilled Environment"
• "Skills-Based Routing: Top Problems and Solutions"

Who should attend?

Managers, supervisors and analysts who are responsible for workforce management or who want to gain a better understanding of how to schedule more effectively. The material in this seminar is at a basic to intermediate level.

Pricing

Pricing is per computer connection, not per person. Many companies attend these sessions in conference rooms to allow as many participants as possible to attend at the same low price.

Date:	Price:
Live Seminar Recording	$299.00
October 03, 2008 (2-4pm Eastern)	$299.00

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