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Employee Scheduling Software Call Center with Assembled

Intra-day forecasting and real-time analytics for workforce management
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Accurate forecasts to get coverage right.

We generate forecasts out of the box within 10% of your weekly actual support volume, so you can focus your time on getting coverage right.

Build the right schedule in minutes.

We take you from forecasted requirements to a recommended schedule, in just a few clicks. Keep your team organized with our simple but powerful scheduling experience, honed by the workflows of over 100 support teams.

  • Request & approve time off
  • Optimize events
  • Manage schedules
  • Generate schedules

Act on real-time data

Track response times and service levels, compare expected schedules to actual activity, and provide visibility for the whole team.

Act on real-time data

Track response times and service levels, compare expected schedules to actual activity, and provide visibility for the whole team.

Analyze team productivity

Build a holistic picture of how agent activity translates to team outcomes whether it's for coaching, planning, or operations.

Accurate forecasts to get coverage right.

We generate forecasts out of the box within 10% of your weekly actual support volume, so you can focus your time on getting coverage right.

Build the right schedule in minutes.

We take you from forecasted requirements to a recommended schedule, in just a few clicks. Keep your team organized with our simple but powerful scheduling experience, honed by the workflows of over 100 support teams.

  • Request & approve time off
  • Swap shifts
  • Manage schedules
  • Generate schedules

Empower your team.

We provide your whole team visibility into schedules and performance so that everyone shares ownership in success.

Google Calendar logo

Sync schedules into or out of Google Calendar

Slack logo

View schedules in Slack

Integrate with one click.

Works out-of-the-box with Zendesk, Kustomer, Intercom, and more. Easy and secure authentication via OAuth.

What do our customers love about us?

We have a much clearer sense for where our time is going

Employee Scheduling Software Call Center 

Most businesses tend to rely on call centers in some way, shape, or form. The reality is that it is much more cost-effective for companies to outsource many of their customer service needs to call centers. At the same time, though, there are lots of different call centers out there to choose from. Therefore, it is important for companies to make sure that they manage their call centers appropriately. When it comes to managing call centers, one of the most important aspects that managers and business leaders will have to deal with is scheduling. When it comes to scheduling, there are several ways that businesses can go about handling this issue.

There are lots of companies that prefer to handle their employee scheduling issues in call centers using Excel spreadsheets and templates. Even though these spreadsheets and templates are great places to start, this is usually not going to be enough for companies to handle everything completely on their own. This can be a very time-consuming process, taking up valuable time which could be spent elsewhere. But luckily, this is exactly where employee scheduling software call center options can be so helpful. When it comes to call center employee scheduling software, there are several benefits to using an advanced software program to handle these issues.

For example, call center scheduling software can be used to automate certain business processes. There are numerous issues that tend to arise when it comes to scheduling. For instance: some employees might call in sick at the last minute, whereas employees might go on vacation. And there are still other situations in which employees might want to exchange shifts amongst themselves; however, they cannot do so without the approval of the manager. One of the major advantages of employee call scheduling software is that many of these issues can be successfully automated, saving managers and business leaders a tremendous amount of time that would be better spent elsewhere. For this reason, it is absolutely critical for all businesses to understand the benefits that come with employee scheduling software for call centers.

Call Center Workforce Management Software

Another important piece of equipment when it comes to call center management is workforce management software. Workforce management software is an advanced program that allows managers to ensure that they get the most out of their employees. By using this type of software, managers can place employees into a unique position to be successful.

There are a few ways that call center workforce management software might be used in a call center itself. For example, it can be used to address scheduling issues. It can also be used to look at scalability concerns for the business in the future. At the same time, though, if you want to get the most out of your call center workforce management software, it is extremely important to follow call center workforce management best practices.

One of the most important best practices to follow is to track key performance indicators (usually shortened to KPIs). When it comes to call centers, there are several examples of key performance indicators that are very important. For instance: one of the most important key performance indicators is the percentage of phone calls that are resolved on the first pass. When employees are able to resolve customer concerns quickly and efficiently, and without escalating them to management, this is the sign of a truly successful call center. For this reason, it’s important for businesses to track this call center metric closely.

Work Scheduling

It seems like no matter what industry someone works in, scheduling concerns abound. There are all kinds of issues that tend to arise when it comes to work scheduling. For example, the healthcare industry is particularly challenging when it comes to scheduling people to work. In the healthcare industry, someone has to be on-hand to work 24 hours per day, 7 days per week. In addition, healthcare professionals also have to be on call for a certain percentage of the time. Thus, this throws an additional wrench into the system, when it comes to workforce scheduling. It is critical to make sure that every healthcare system has enough doctors working in order to remain open.

There are also scheduling concerns when it comes to considering a call center break schedule template. Of course, employees are entitled to breaks when they are at work. At the same time, though, not everyone can simply go on break at once. So, it is important to come up with a system that can work to quickly and efficiently address breaks. This is where an advanced program can be helpful. Workforce management software and call center scheduling systems can be used to make sure that everyone gets their breaks, even while the call center remains operational.

Workforce Management Call Center

In the customer service setting, workforce management is one of the most important issues to deal with. When it comes to a workforce management call center, there are several key ways in which this advanced software program can be helpful.

First, many businesses like to try and take advantage of free call center workforce management software. And while a free software program is great for introducing people to this system, these free programs are ultimately not going to be enough to ensure that companies are managing their workforces appropriately. Free programs only have watered-down, trial versions of a scheduling system. Therefore, in order for companies to get the most out of their software program, they’re going to need to be willing to invest in it.

Following best practices can also help companies get the most out of their workforce management software. First, they need to make sure that their employees are trained to use the system efficiently. That way, managers will not have to worry about addressing as many employee concerns, and they can focus their attention elsewhere. Furthermore, businesses also need to make sure that they update the historical data the workforce management system is using. Only with accurate data will workforce management software be able to accurately predict how many people are needed. And finally, they should track the metrics closely. Managers have to make sure they follow KPIs in order to make sure the workforce management system does not have to be adjusted. Doing this will ensure that all companies are getting the most out of their software.

Workforce Management System

Workforce management software is only one part of a larger workforce management system. Even though workforce management software can be incredibly efficient, it is only going to work as well as the people who are using it. Thus, it is important for companies to follow a process of continuous improvement. A strong workforce management system is not a destination, but rather a journey.

For example, scheduling call center staffing is only one part of a larger workforce management system. It is important to use this system to anticipate scalability concerns, as well. Businesses, for instance, might need to hire more people down the road, in addition to addressing scheduling concerns. If a company anticipates growing larger in the future, then it also needs to be able to hire more employees in advance of when this demand might be required. And finally, a larger workforce management system should also address training concerns. Continuing education is important in every industry.

Workforce Management Tools

In order to implement a strong workforce management system, it is critical to use the right workforce management tools. And while call center forecasting software is certainly an important tool, there are other tools that can play a key role as well. Some companies might use spreadsheets, templates, and charts to help them address workforce management concerns. Although these charts and templates can be helpful, of course, they are not going to be an all-encompassing solution.

In fact, there might not be an all-encompassing solution. Some smaller businesses might be able to get away with only using only one tool to handle their workforce management concerns, but in reality, most businesses are not going to be able to do so.

Therefore, it is important for all companies to tailor their workforce management tools to meet their unique needs. This might include asking professionals to do an audit of the business, to determine where their gaps might be located. There is absolutely nothing wrong with this, and doing this might actually help businesses discover the right tools for meeting their unique needs. This can help companies to minimize their overhead costs, while at the same time getting the most out of their investment. As a result, businesses will be able to maintain an edge on their competition in the industry.

Call Center Scheduling Methods

There are lots of different ways that call center scheduling can be handled. Many companies like to use Microsoft Excel. A call center scheduler in Excel is a great place to start, for some companies. The various cells in a Microsoft Excel spreadsheet can act as various roles in the call center. There are even templates available that can help expedite this whole process. Some companies out there are even using a free call center scheduling template in Excel.

But for larger companies, this is not going to be enough. In order to follow call center scheduling best practices, it is crucial to take a look at some of the many available call center scheduling methods that exist .

Many companies are now using an automated software program to handle their schedule and concerns. This program is able to look at historical data when it comes to the company's scheduling needs, based on their call volume. From there, this program can extrapolate how many agents are going to be needed for various shifts, at different times, during the year. Then, this program can automate the company's scheduling system, thus saving managers a large amount of time and effort. In this sense, it is absolutely critical for businesses to rely on trained professionals, in order to stay on top of the latest trends in the industry.

Get staffing right.

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