Webinar Recording: The Best Ways to Schedule Contact Centre Advisors Related Articles Webinar Recording: How to Gamify Your Contact Centre and Motivate Advisors Is It Best to Schedule or Free-Style Agent Breaks? Webinar Recording: The Best Kept Secrets of WFM Recorded Webinar: Ways to Empower Contact Centre Advisors 885 Filed under - Recorded Call Centre and Customer Experience Webinars, NICE, Paul Chance 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 looked at the best ways to schedule advisors and how improve the quality and satisfaction of your schedules Agenda Introductions – Jonty Pearce, Call Centre Helper John Casey, CCplanning Click here to view the slides Paul Chance, NICE Systems Click here to view the slides Topics Discussed The best shift patterns for your contact centre Getting buy in from the advisors Dealing with Advisor Preferences Last minute time off requests Dealing with advisor preferences Swapping shifts Flexible shift patterns Banked or annualised hours The role of technology Top Tips from the Audience Winning tip – “When our new shift suites were built we looked at the business, the customer & the employee; this improved morale in the operation and the demand is being handled better. We have full time shift patterns with the 10 hour days 4 days a week which is working well. My operations are blended so our paperwork time is now smoothed out over the week too.” thanks to Claire36. Original Webinar date: 19th September 2019 Panellists John Casey CCplanning Paul Chance NICE Systems Jonty Pearce Call Centre Helper This webinar was brought to you by Call Centre Helper and is sponsored by NICE Author: Rachael Trickey Published On: 13th Sep 2019 - Last modified: 22nd Jul 2024 Read more about - Recorded Call Centre and Customer Experience Webinars, NICE, Paul Chance Recommended Articles Webinar Recording: How to Gamify Your Contact Centre and Motivate Advisors Is It Best to Schedule or Free-Style Agent Breaks? Webinar Recording: The Best Kept Secrets of WFM Recorded Webinar: Ways to Empower Contact Centre Advisors Related Reports Webinar Replay: Improving Contact Centre Efficiency White Paper: Why You Should Migrate Your Customer Experience Operations eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter