Call Center Scheduling Tool Capabilities And Applications
Feld, K. (2004, May). Call Center Scheduling Tool Capabilities And Applications. Presented at International Field Directors and Technologies Conference, Phoenix, AZ.
Call center scheduling technologies come in a wide variety of capabilities and price ranges. Scheduling technologies reduce the commitment of manpower necessary to manage the labor-intensive call center environment. They are also essential to effectively staffing any blended call (inbound/outbound) or mixed mode (e-mail/telephone/chat) environment. If used effectively, scheduling technologies can also increase interviewer production rates, improve project planning and capacity usage forecasting, enable efficient and effective time-keeping systems, and provide client-facing reporting required by most inbound call center contracts. This presentation will examine the fundamentals of how scheduling tools accomplish these things and provide examples of software available across a wide range of prices and capabilities.