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How do you do your staff scheduling?
I just got promoted and I am now in charge of the staff scheduling for our large call center. In the past, managers have just used excel spreadsheets, but because our department is growing I've been given the go-ahead to find a better solution. What do you find to be the most efficient way of making a schedule? Is there a system you use? Is there software that does this?
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2 Answers
You can do scheduling and forecasting using Workforce Management (WFM). Its a system where you schedule your staff based on forecasting.
Hi Randy,
There is an entire discipline around workforce management --- and many vendors that provide WFM solutions - some good, some so-so, and some bad. I'd like to get a better understand of your existing contact center environment and may be able to give you a few tips. I suggest that you first understand what is out there and what you are looking for before you issue an RFP or talk to the vendors. Feel free to reach out to me at mbabb@ponvia.com and I can give you some pointers. I am not associated with any vendor groups so can you give you some frank, non biased advice.
Michelle Babb
Practice Director, Workforce Optimization and Analytics
Ponvia Technology, Inc.
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