Workforce Management – contact center control
To make a schedule use WFM-program. For the office with less than 50 people you can work with Excel. If there are more than 100 people realize the task become harder for several compilers. The task will not be done well. According to the law the schedule must be created and informed workers in advance.
This system class gives an opportunity to set some rules, consider worker parameters (foreign languages and other qualities and experience), educational vacations, private trifles (individual schedule) and distribute shifts automatically. There is a necessary amount of operators in case the increase of the applications of 20-30 %. Operators who work with phone calls and operators who work with other kinds of applications (e-mail, WEB-service, Android apps, applications in written form) can use WFM.