Welcome to Dear Dave, our video series showcasing how Intraday Automation can transform your contact centre.<\/p>\n
In this episode, our Solution Consultant, Dave Preece explains how you can ensure that you\u2019re always looking at the most up-to-date version of your plan.<\/em><\/p>\n Planners start their day by looking at supply and demand levels to get a feel for where the peaks and troughs are and what sort of day they\u2019re going to have.<\/p>\n But then a couple of agents call in sick and someone else is running late. The day\u2019s already in motion which makes it difficult to amend schedules there and then. Suddenly, the view in the WFM system when the day began is skewed, and it\u2019s easy for things to snowball from there.<\/p>\n Just think how much easier the day would be if you could adjust the schedule for staff lateness and absenteeism immediately, in just a few clicks.<\/p>\n Using the QStory Smartphone App, agents can tell you if they\u2019re going to be off sick and their schedule \u2013 and the overall plan for the day \u2013 is immediately updated with an appropriate code. The same happens if agents need to let you know they\u2019re running late. No manual processes. No need for agents to pick up the phone. Whatever the day throws at you, the plan is automatically adjusted and you\u2019re still on track.<\/p>\n It\u2019s this immediacy that gives Real Time Analysts, Team Leaders and Operational Managers an up-to-date view of demand vs supply. This removes any uncertainty and means you can feel 100% confident that you\u2019re making decisions based on real-time data, not gut-feel.<\/p>\n\n
Immediate updates \u00a0\u00a0\u00a0\u00a0<\/strong><\/h5>\n
Removing the guesswork\u00a0\u00a0 <\/strong><\/h5>\n
Get in touch<\/strong><\/h5>\n