Staff Scheduling in the Call Center

Predicting call center traffic and workload and then developing a staffing schedule to match it as closely as possible is both an art form and a science. Overstaff and money is wasted (although quality and customer service should be better); understaff and callers become irate (although labor costs are kept in check).  The ideal schedule is a fine line between these two polar opposites.

Spreadsheets in Forecasting and Scheduling

Is Your Scheduling System Ready for the Holidays?

Business Cycles

Call Center Case Study: Scheduling to Meet Goals and Satisfy Agents

The Incredible Shrinking Call Center

Agent Adherence 101: Three Simple Strategies to Improved Service Levels

The Art and Science of Predicting Call Center Workload

 

Also see the Workforce Management section.