Account for Agent Absences

With Memorial Day just behind us, many companies are gearing up for the summer, working to shore-up staffing schedules while accommodating summer vacation requests and holiday scheduling. Schedules produced through spreadsheets and other applications can become complicated as time off requests pile up.

Some workforce management software solutions offer relief for contact center scheduling, utilizing historical ACD data to help managers ensure that they have the right people in the right place at the right time. Graphical agent rosters within the software allow managers to drag-and-drop changes to the agent schedules so that the impact of changes and vacations can be quickly visualized. With workforce management software, schedules can be optimized quickly, allowing managers and supervisors to make informed decisions about staffing while improving the company’s “bottom line.”

Ready to account for agent absences in your contact center schedule? Request a free workforce management demonstration today.