While many products do not have demand all year around, seasonal demand can be forecasted and planned. Good planning will eliminate idle agents, too many calls in the queue and hiring extra agents. Planning and forecasting begin with solid data both real-time and historical captured from comprehensive contact center software. A cloud based contact center platform is a manager’s dream with reports and data that go as far back as 12 months. A good forecast needs 12-18 months of historical data. Most contact center phone systems are limited and put mangers in the dark. There is no reason today for managers to be operating by the seat of their pants.
Planning includes lining up a potential BPO, not that you will use it every time but when you do need the support all the paperwork will be completed. You just pull the trigger and run. At-Home Agents work well when demand is high and you are short inside agents. A comprehensive cloud based platform makes it easy for At-Home agents to login and take calls. And finally, expanding the IVR with more self-service options frees up live agents for more complex calls.
Schedule optimization is a powerful strategy to get around hiring more agents. Using flexible schedules and getting creative with schedules like splitting shifts can give the contact center the coverage it needs while providing flexibility to agents. Agents enjoy being in control of their schedule and will gladly volunteer to go home early or work overtime. Agents have a life too and appreciate flexibility.
Specialized Office Systems offers customized solutions to deliver printing, promotional products, apparel, office supplies and business furniture to multiple locations across the country. You will receive the personalized service you want and the attention to detail you need.
Cresa Commercial founded in 1993 was convinced that representing tenants exclusively was the best way to go. Not only would it give our clients the kind of objective, unbiased advice they might not get elsewhere, but it would also give us a unique offering in the real estate marketplace.