If you are still using spreadsheets to create schedules for your staff consider agent scheduling software. This software is designed to not only make scheduling simpler, it will also help a manager optimize their call center staff.

With agent scheduling software, a manager has the capability of arranging the number of agents and inbound lines needed for any given day. From week to week, even day-to-day the volume of calls and the average length of calls vary. These can all be staffed accordingly.

Designing a daily schedule is also simple. Different shifts, requirements and assignments may vary each day also. These can all be managed with the software. The agents will be able to view the schedules from a web browser and sign up for overtime or offer volunteer services. They can arrange for time off, find replacements and trade shifts. Managing their own schedule provides more flexibility for the employees, which will translate to higher employee satisfaction.

Managers are thrilled that it improves attendance and decreases attrition. Utilizing agent scheduling software helps the agents get placed where their appropriate skill set lies and this maximizes service calls and improves customer satisfaction.

During a time of sluggish economic growth, companies continue to look to acquisitions as a means to boost profitability and expand market share.

It’s a tried and tested strategy that, when applied properly, can pay significant dividends for the company and its shareholders. Of course, acquisitions also bring with it a host of financial, logistical, and administrative challenges.

Some challenges, like filing mandatory paperwork with the SEC, are readily obvious – and more likely than not, the acquiring company will work with a third-party consultant to navigate this process.

Yet other challenges may be less intuitively obvious. For example, while the acquiring company must weigh operational considerations like how to physically accommodate the new employees – either by keeping them in their existing buildings or moving them to the “home” office – they must also account for a new influx of remote workers.

Specifically, the parent company, armed with a workforce management software platform, must identify telecommuters from the acquired firm, and ensure they have available workspace when they work in the “home” office.

With the increased popularity of telecommuting, companies nonetheless may discover that it may not be right for everyone.

Certain employees may simply not thrive under such arrangements, whereas others may prefer to remain in the home office.

Companies, therefore, are forced to ask themselves what types of employees are best-equipped for telecommuting? Initially, one would think the question is irrelevant; after all, every employee is different, in terms of family situation, temperament, experience, and ability to work unsupervised.

That said, a closer examination – or perhaps a rephrasing of the questions – underscores the fact that specific types of workers may be better-suited for such an arrangement.

Take Sales staff, for example. No much analysis is needed; sales staff are constantly on the road and are intuitively a prime candidate for telecommuting. Other business functions don’t make the grade. Take Human Resources, for example. They naturally deal with people, in person, on a daily basis, and require one-on-one interaction to do their job.

It is, in fact, HR that most likely will administer the workforce management software to track the whereabouts of telecommuters who infrequently visit the home office.

Many of the benefits of telecommuting are intuitive. The most obvious, of course, is the fact that employees who work remotely will become happier, and in most cases, more productive.

Yet these benefits may not be for the reasons you’d immediately suspect. Take the idea of productivity, for example – something we have examined before.

At the most basic level, workers should be more productive in their day-to-day jobs simply because they don’t want to squander a great opportunity. But there are other, more tangible ways an employee can be more productive.

For starters, their commute is eliminated. That’s an extra hour, to in some cases, three hours – round-trip – off the table. That time can be devoted to one’s work. Add to the equation the time it takes to prepare for work and look visually presentable, and you’re looking at four hours.

Of course, there are also benefits to in-office situations as well, and some companies will occasionally want telecommuters to work in the office.  This process of managing in-office telecommuters can be facilitated the help of room reservation software.

Today it is more important than ever to seek customer service agents that are fluent and fluid in all manner of customer service. A multi-channel team of agents is going to fill all the specific needs in today’s fast paced customer service center.

Ultimately, the role of a multi-channel agent is one in which the agent can effectively handle any customer interaction thus simplifying and facilitating a great customer experience.

Upon hiring a team of multi-channel agents a manager needs to be sure these employees are versed in all areas of customer service. From email responses, phone skills, writing skills and listening skill, the new hires should understand the job description fully. It will not serve the manager at all if an agent is someone who is only capable of handling the phone and is not great at writing email responses.

A manager needs employees capable of troubleshooting. If there are new electrical service channels or call center software in place a multi-channel agent needs to master all tools presented to them without becoming discouraged. They need to make certain the needs of the customer are attended to at all times regardless of what is happening on the home front.

A multi-channel agent needs to have exceptional writing skills. They are representing the company both on the phone and in print. The written word has to be handled with extra care as anything that can be printed can be used against the agent or the company. Quality control is a much higher priority in email, chat or any written correspondence. Plus, being the voice of the company, the agent needs to sound intelligent and be well informed.

Keep in mind that rotating multi-channel agents prevents over load and boredom so managers must be sure all agents can handle all facets of the job while maintaining a high level of effectiveness and quality customer service.