ZOOM Blog

WFM Tips: Tip 1 - Planning Scheduled Breaks

An often followed practice in contact centers is to "not let too many agents take their break at one time."

This is a sound approach to staffing if the incoming workload is steady and all employees are working a shift that spans the operating hours.  However, most scheduling requirements are more complex, with workload ebbing and flowing throughout the day while employees come and go on their individual shifts. 

In this scenario, the best approach may be counterintuitive – allow batches of employees to take break during dips in the workload so they will be ready to answer contacts when the workload spikes or surges. Allowing agents to break together can also improve camaraderie and positively affect agent engagement while keeping them fresh for higher volume periods.  

Our simplified forecasting & scheduling product Eleveo WFM, a cloud-hosted pay-as-you-go tool helps easily gauge staffing shortages and surpluses throughout the day.   It is easier than using a spreadsheet and will help you balance elevated customer experience, costs and agent engagement. 

To learn more about Elevēo WFM visit: www.eleveo.com

Tell us what you think

ZOOM WFO Suite

Captures and improves the omnichannel customer experience across calls, emails, chats, surveys, and more. Covers more platforms: Cisco, Broadsoft, Genesys, AudioCodes(radios), Microsoft Skype for Business, and Amazon Connect.

Learn More >>

Get a Demo

Are you ready to take a closer look at what ZOOM has to offer?

LEARN HOW

About ZOOM

At ZOOM, we give contact centers of all sizes the tools to improve the customer and agent experience while addressing back office compliance and risk. That's why we've made it our mission to lead by example, and continually aim to improve our tools and set new challenges for ourselves.

Since 1999, ZOOM has held a world class track-record of customer satisfaction, scoring 82%+ with Net Promoters. Our customers range from sub–100 agent contact centers to some the world’s largest companies—Finansbank, Cigna, Rostelecom, IBM, and Saudi Aramco.

ZOOM has solved some of the hardest call recording problems in the world, and the new ZOOM Omnichannel Search Engine is the first of its kind.

Learn more about ZOOM »