Managing costs in a contact center is an important part of any workforce management organization. Labor costs are generally the largest costs in a business. In many organizations, the cost of employees can be ⅔ or ¾ of their total costs! For that reason, WFM software plays vital role in cost reduction.
Shrinkage is one of the most important components for developing a staff plan in a contact center. Next to volume and handle time, it has the largest impact on your overall staffing requirements. However, you need to spend some time on this critical metric if you want to get it right. Here’s how.
Scheduling is one of the most challenging functions in a contact center. There are a lot of opinions about what makes schedules “correct.” Scheduling can also be very technical depending on your workforce management (WFM) technology.
The key to successful scheduling is to get input from employees and customers. Then, to strike the balance appropriate for your business...