Webinar Replay: The Best Ways to Schedule Contact Centre Advisors

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The biggest problems that most contact centres face with scheduling is dealing with individual advisor preferences and last-minute time off requests.

If you fail to effectively deal with these issues then employee satisfaction will decrease and absence and attrition will increase. This in turn leads to a drop in service level and an increase in costs.

In this webinar we look at the best ways to schedule advisors and how to improve the quality and satisfaction of your schedules

Panellists
John Casey - headshot
John Casey
CCplanning
Paul Chance - headshot
Paul Chance
NICE Systems
Jonty Pearce - headshot
Jonty Pearce
Call Centre Helper
 
Topics to be discussed
  • The best shift patterns for your contact centre
  • Getting buy in from the advisors
  • Dealing with Advisor Preferences
  • Last minute time off requests
  • Where is scheduling going in the next 2-3years
  • Scheduling work/life balance
  • Scheduling in the gig economy
  • Banked or annualised hours
  • The role of technology
  • Top Tips from the Audience