We’ve kicked off a new series where our BSL experts share their latest insight and tips into the world of contact centres. In this episode our workforce & process automation guru Scott Budding talks about the importance of Preference Based Scheduling.
In order to meet customer demands, workforce planners need to ensure that their Workforce Management scheduling & planning is up to scratch. There workforce management tools and strategies are vital to help keep up with the changing demands of todays workforce.
With the number of customer contact channels continuously increasing, workforce planning and scheduling can be an extremely complex and labour intensive job. Accuracy can quickly get compromised when variables such as agent training, absenteeism, holidays and staff work-time preferences are added into the equation. Accurate shift patterns are the key for optimising resource and minimising expenses. They meet the dual purpose of ensuring service levels are efficiently met whilst providing work patterns that contribute to the employee’s work/life balance.