Automated Call Center Scheduling Eliminates Headaches Associated with Spreadsheets

Now, it is plausible that the spreadsheet accounted for other variables, such as necessary coaching and training sessions, employee break times, requested vacation days, agent skills versus scheduling availability, projected volume according to type of call or contact and so much more. However, the mere thought of juggling so many variables within one spreadsheet or even several integrated spreadsheets can generate panic.

The problem with relying on spreadsheets for effective call center scheduling management is the probability of change within the center. Even if every cell is assigned a formula to account for changes in the spreadsheet as a whole, it still creates opportunity for oversight.

Automated Call Center Scheduling Eliminates Headaches Associated with Spreadsheets