June 7 –

Over the past year, it has been increasingly common for employees to work-from-home. However, it’s important for workforce planners to consider changes to their forecasting and scheduling practices to reflect the impact of agents working outside of the office.

Workforce Optimization software allows contact centers to maximize efficiency both for in-office agents, and agents working remotely. Here are some ways to boost efficiency of your agents working remotely:

  • Consider flexible scheduling changes to accommodate schedules that have been impacted by the pandemic, or by the need to work-from-home
  • Monitor the impact that working from home has on key metrics and SLAs
  • Consider adjusting agent goals when necessary, to accommodate varying conditions when working from home or other remote locations

These tools can be tremendously effective in increasing efficiency and catering to agents’ potential needs for flexibility. Since the start of the pandemic, many contact centers have found that they can manage an efficient and engaged workforce just as well or better than when agents are working in the office.

Learn more about managing a remote workforce. < https://www.aspect.com/call-center-solutions/workforce-optimization/call-center-workforce-management >

This tip provided by Courtney Cox of Aspect. She may be reached at Courtney.cox@aspect.com