Agent Scheduling
Scheduling call center agents is a critical
balance of having the right number of agents working at the right time.
Too many agents results in inflated costs and lowered profitability, whereas
not having enough agents results in poor customer service and long hold
times for callers.
Spreadsheets in Forecasting and Scheduling
Save Money and Help Staff with Telecommuting and Flextime
Evaluating
Staffing Tradeoffs
The Power of One
Call
Center Staffing Mathematics
For specific information, see Agent Scheduling,
Hiring Call Center Staff, Human Resources,
Monitoring and Measuring Call Center Staff,
Motivating Agents, Retaining Call Center Staff,
Training Call Center Staff,
and Workforce Management.
Also see our sections on Customer
Service, Management and Leadership.
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