In this case, the scheduler will look across the other Serving Teams to find any who are second, or later, choices for that call type. By doing this it can make full use of all agents' skill levels across the whole network. Conclusion Call centers vary enormously in complexity. Workforce Management systems need to be designed to handle all levels of complexity in an intelligent and coherent way. Firstly, by being able to accurately represent the manner in which the ACD distributes calls to the agents, and secondly by reflecting the management drivers of efficiency and effectiveness.
Efficiency is obtained through the generation of optimal solutions in a reasonable amount of time.
Effectiveness is provided by the ability to manage both the agent resource and the customer service levels in a practical manner. One of his main areas of expertise is the effective integration of workforce management tools and human resources. Skill set capabilities were designed into Maxima Advantage from inception to handle all multi-skilled call center environments. Send this article to a friend. All rights reserved.