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