Accommodating Agent Schedule Preferences Most Difficult Aspect of Scheduling

Accommodating agents’ schedule preferences has been identified as the most difficult aspect of scheduling.

Poll – Which is the most difficult to accomplish in your scheduling process? – answers

Covering nights and weekends – 35%
Accommodating agent schedule preferences – 39%
Minimising labour costs – 20%
Complying with contracts  – 6%

Source: Call Centre Helper webinar poll – Webinar: Best Practices in Workforce Management     Sample size – 64     Date: February 2015