WFM Tips: Tip 2 - Who makes the schedule?

A general rule of thumb is that one full-time, dedicated WFM analyst is needed for scheduling a contact center’s first 50 agents, with an additional analyst for every additional 100 agents.

Creating, staffing and changing a small to medium contact center’s structure to accommodate a WFM scheduling team isn’t always practical or cost-effective.  Allowing the existing, immediate supervisors of your agents to easily craft schedules for their team is a practical solution for small to medium size contact centers.

This can get complex without a tool to centralize forecasts and schedules for the broader team.  Many smaller contact centers turn to paper or spreadsheets but those tools come with a host of issues including:

  • file locking due to the file being checked out
  • corrupt macros or data types in columns
  • spreadsheets reaching a maximum size
  • calculations that will not function when the spreadsheet is shared online
  • no user tracking/authentication

Even small contact centers need a centralized place to manage forecasts and schedules without breaking the budget.  Discover how Eleveo WFM, a cloud-hosted, pay-as-you-go software tool can empower your existing supervisory staff to make informed decisions without complicated software and processes.

Our simplified forecasting & scheduling product Eleveo WFM 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

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