Welcome to Dear Dave, our video series showcasing how Intraday Automation can transform your contact centre!
In this episode, our Solution Consultant, Dave Preece explains how you can operate successfully in the face of volatile demand levels and build an agile workforce that can adapt to change.
Having a solid plan in place is vital to the smooth running of the contact centre. In an ideal world, you create a forecast and build schedules around it. You anticipate some of the peaks expected to occur throughout the day. You even find space to schedule in some training sessions. Everything looks great.
But then the contact centre opens and everything changes.
- Even the best laid plans can change in an instant and contact centres can be busier or quieter than they initially thought.
- Demand levels suddenly fluctuate and planners find themselves with either too many or too few staff.
So, how can planners push the reset button and get the day back on track?
Removing manual processes
Manual workforce management (WFM) processes are slow, clunky and don’t allow you to react quickly enough to changes that happen during the day. With QStory, agents can redeploy staff at the click of a button. It’s quick, seamless and best of all, eliminates the leg work traditionally associated with last minute adjustments.
Finding golden opportunities
With QStory, planners always know what’s happening in the contact centre. A real time view of supply and demand helps you to react to busy or quiet periods. For example, if you need to find a few hours of support for Web Chat, simply open the app and you’ll find a list of recommendations for when this can be scheduled in. One click and you’re done. No manual updates. No frantically searching for the best time. No second guessing.
Delivering vital training
It’s this agility that’s also empowering planners to deliver vital training. You might find yourself in a situation where a certain number of hours of e-learning training urgently needs to be completed before the end of the day. Using QStory’s Heads Up Display, you can see what time’s available and schedule training in just one click.