Accommodating agents’ schedule preferences has been identified as the most difficult aspect of scheduling.
Poll – Which is the most difficult to accomplish in your scheduling process? – answers
Covering nights and weekends – 35%
Accommodating agent schedule preferences – 39%
Minimising labour costs – 20%
Complying with contracts – 6%
Source: Call Centre Helper webinar poll – Webinar: Best Practices in Workforce Management Sample size – 64 Date: February 2015
Author: Megan Jones
Published On: 6th Jun 2015 - Last modified: 18th Sep 2019
Read more about - Archived Content, Polls, Scheduling
