77% of the contact center's cost is associated with employees. Therefore, managing them effectively is the most important task. Workforce management is the process of getting the "just right" number of staff in place every hour to maximize service and minimize cost and it's one of the most important planning and management functions in the call center. It also helps in controlling wait time effectively. We can create schedules while tracking Real-Time Adherence and monitor intra-day change to provide a consistent and superior level of customer service. Tips to enhance the productivity of contact center agents are:
• Use blending approach if you have inbound and outbound operations.
• Provide full access of schedule to staff members.
• Use workforce management software for planning.
• Use automated workforce management to find the skill gap.
• Use adherence to manage contact center agents.
To know more tips and how to use them, please follow this link: http://www.itweb.co.za/index.php?option=com_content&view=article&id=143454