Accommodating Agent Schedule Preferences Most Difficult Aspect of Scheduling

A graph showing "which is the most difficult to accomplish in your scheduling process?" with the answers of 35%- Covering nights and weekends, 39% accommodating agent schedule preferences, 20% minimising labour costs and 6%- complying with contracts

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Accommodating agents’ schedule preferences has been identified as the most difficult aspect of scheduling.

Poll – Which is the most difficult to accomplish in your scheduling process? – answers

Covering nights and weekends – 35%
Accommodating agent schedule preferences – 39%
Minimising labour costs – 20%
Complying with contracts – 6%

Source: Call Centre Helper webinar poll – Webinar: Best Practices in Workforce Management Sample size – 64 Date: February 2015

Author
Megan Jones

Megan is Editor at Call Centre Helper. She first started working for Call Centre Helper in 2013 and has held a number of roles - News Editor, Features Editor and now Editor.

She has visited a large number of award winning contact centres such as Tesco, Lego, BT and AA. She is well respected in the industry.

Connect with Megan on LinkedIn

Accommodating Agent Schedule Preferences Most Difficult Aspect of Scheduling

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