How to Build Flexibility into Call Centre Schedules

Overview

Scheduling staff is essential to match customer demand with the number of employees to provide a great service. But scheduling can be a great big headache. Too few staff and service levels suffer, customers become unhappy, employees get burnt out. Too many staff and it costs the organisation a lot of money. It's a real balancing act! In this webinar our experts look at how to build flexibility into the schedules.