ZOOM Blog

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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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.

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