The Biggest Scheduling Issue: Arranging Phone and Non-Phone Activities 2,104 Filed under - Archived Content, Polls, Scheduling According to our poll, scheduling phone and non-phone activities is the biggest difficulty contact centre professionals face when making a coherent schedule, receiving 29% of the vote from industry experts. However, this was not the most popular option by a wide margin, as only one percent fewer respondents selected “agents perceive the schedules to be unfair” and 26% chose “difficulty in scheduling full and part time employees”. Multiple Answers Difficulty in planning holidays, meetings and training sessions – 49% Agents perceive the schedules to be unfair – 53% Agents have no forward view of shift patterns – 20% Difficulty in scheduling full and part time employees – 12% Scheduling phone and non phone activities is difficult – 51% Source: Call Centre Helper website webinar: Introduction to Workforce Management Sample size – 82 Date: June 2012 Author: Jo Robinson Published On: 22nd Nov 2012 - Last modified: 23rd Sep 2019 Read more about - Archived Content, Polls, Scheduling Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter