Resource Scheduling
The parameters for resource scheduling continue to grow in complexity. Sophisticated forecasting now has to scale to generate blended demand profiles that account for multiple skills, multi media, integrated campaigns and intra-site routing patterns.
Beyond forecasting, the allocation of staff has to accommodate a broad set of considerations that range from scheduled non talk time activities, to issues that determine agent availability such as EU work directives, individual and employee contracts, plus any issues of absence and under recruitment.
And of course, since most call centres operate multiple teams to manage distinct call types or customer groups, each will generate their own scheduling rules based on run rate service levels, abandonment rates and the like.
The culture of resource scheduling is another factor that drives its overall success. It is well know that agents need to have a sense of autonomy to influence and determine how and when they work. If ignored, absenteeism escalates.
For all these reasons, resource scheduling (aka WFM) is an evolving discipline that needs to be technically and operationally integrated into broader performance optimisation strategies.
See alternative technical needs description
Datapoint provides the following technologies and services for Resource Scheduling.