Managers face a host of challenges in optimizing contact center performance. They struggle to streamline forecasting and scheduling, which means they often cannot accurately predict their staffing requirements. What's more, the tools that contact center managers traditionally use to carry out these tasks may not be designed to handle the modern requirements of an omnichannel contact center environment—or, if they are, it may be because the company invested in expensive customizations to make that possible. As a result, managers find it unnecessarily burdensome to properly staff the full range of channels on which contact center agents engage customers today.
Call center performance management challenges may manifest as trouble managing requests for time off and shift changes, and this also has a direct impact on staffing levels for specific channels and shifts—not to mention the contact center's ability to ensure it has the right mix of experienced agents on hand to resolve customer requests that require escalation. What's more, because contact center agents are not able to directly manage their schedules or independently plan their vacations or paid time off (PTO) days, this creates a bottleneck in which managers are tasked with juggling and harmonizing all of the various requests that come in from the entire team.
Onboarding new contact center agents is also trickier than it ought to be, and that can throw a wrench in call center workforce optimization efforts. This is especially true now that the remote workforce is here to stay, representing one of the top five contact center technology innovations companies must explore. However, companies struggle to effectively onboard and train new team members in remote settings. This directly impacts agents' productivity, diminishes contact center employee retention and ultimately compromises the customer experience.