Call Center Life
Most large call centers use some type of workforce management software. This specialty software was created to better plan for the various activities telephone agents are involved in during the day. Meals, breaks, training, etc. are all taking into account and the overall number of agents can be closely estimated for any time period monitored.
Although a good idea in theory, many call centers have used workforce management programs as a tool for control of their employees bathroom and other personal breaks. There is no question that this software genre is great for estimating agent availability and monitoring of hold and unavailability times. Taken to the extreme however and telephone techs have scheduled bathroom breaks! This is where the company can cross over the line of good to excessive management
IEX, Blue Pumpkin and Pipkins are just some of the most popular call center workforce management software products currently available.
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