Mitel 6120 Contact Center Scheduling
With personnel costs representing upwards of 65 percent of contact center budgets, effective scheduling is critical to controlling costs. Scheduling too many agents or too few agents can unnecessarily increase your costs and create customer dissatisfation. In addition, supervisors need to know what their agents are doing in relation to what is scheduled so they can quickly identify at a glance, instances of non-adherence and respond before service levels are jeapordized.
Key Features
- Ensure the right number of agents with the right skills are always available to meet contact center service levels
- Reduce costs and payroll expenses by avoiding unnecessary scheduling
- Reduce the administrative time required for manual scheduling
- Increase employee morale and reduce turnover by offering flexible and consistent schedules
- Respond to changing resource demands on the fly
- Avoid scheduling conflicts in employee availability and overtime eligibility