Call Center Workforce Management: How to Do It With These 9 Steps

In this video, we're going to go over 9 important steps to creating an effective call center workforce management strategy.

I’ll break down each step in detail, explaining their roles in workforce management and how intricacies of call center rules, scheduling challenges, customer behavior, and varying agent skills can impact the strategy.

I’ll also share tips on how your call center can provide agents with a positive and supportive workplace that results in stellar customer service.

Chapters:
0:00 - Introduction
0:40 - Call Center Workforce Management Overview
1:03 - Why a WFM Strategy Is So Critical
2:19 - Step 1: Build a Workforce Management Team
2:56 - Step 2: Have the Right WFM Tools
3:32 - Step 3: Forecasting
3:58 - Step 4: Track KPIs
4:32 - Step 5: Scheduling
5:00 - Step 6: Agent Assigning
5:29 - Step 7: Intraday Management
5:57 - Step 8: Build a Knowledge Base For Employees
6:25 - Step 9: Ensure WFM Compliance
6:53 - Tips For Creating a Positive and Supportive Call Center Workplace For Agents

Тэги:

#call_center #call_center_workforce_management #workforce_management #call_center_wfm

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