The Science of Intraday Scheduling
Thursday, February 6, 2020 | 1:00 p.m. GMT
Presenting:
Many contact center leaders view intraday staffing and employee scheduling as an unavoidable burden in the daily functioning of the contact center. Whether WFM managers are processing inbound schedule change requests from agents or are themselves initiating agent schedule changes in order to reduce staffing variances, the domain of intraday staffing is time consuming, tedious and disruptive for everyone involved (managers, agents, and administrators).
This session will take a look at the business impact of intraday staffing on both operational efficiency and employee satisfaction, and the opportunity for boosting business results through better scheduling techniques in the contact center. We will see that getting intraday staffing and employee scheduling right – so that contact centers thrive despite dynamically changing conditions – is a science. And only NICE offers a patented formula in the science of intraday scheduling: Employee Engagement Manager (EEM).
