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Sep21
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 Call center schedulers, as their name reveals, allow call center managers to automate the scheduling process, which can significant ly decrease the time/effort spent on this task. However, schedulers do much more than automate staffing tasks for the days ahead. In terms of overtime requirements, schedulers can alert WFM personnel about the requirement to schedule same day overtime or the need to send agents home.
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Call centers are a good thing; they could really help people, but like Myth says, there are operators that should better stay home instead of advising people who really need guidance. In my opinion, trying to automate the process can only make things go wrong: the caller would't be treated as human being but as a id number in a waiting queue. Nevertheless, this WILL increase the profits but will it improve the quality of the service? I doubt it...
My opinion is that most of the people working there hate their jobs, I'm talking about the operators, and sure managers just love it there! But hey, it's a managers' world!
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Call center schedules are some of the most strict and stupid in the world. Not to mention that most of the people working there hate their jobs, I'm talking about the operators, sure managers just love it there! But hey, it's a managers' world!
Posted by: Myth | October 26, 2006 8:54 AM | Permalink to Comment