{"id":24233,"date":"2022-08-31T08:30:19","date_gmt":"2022-08-31T07:30:19","guid":{"rendered":"\/gb\/en\/blog\/?p=24233"},"modified":"2025-10-24T17:42:33","modified_gmt":"2025-10-24T16:42:33","slug":"simplify-hybrid-agent-scheduling","status":"publish","type":"post","link":"\/gb\/en\/blog\/simplify-hybrid-agent-scheduling\/","title":{"rendered":"Simplify Hybrid Agent Scheduling With Purpose-Built Tools"},"content":{"rendered":"<h1><strong>Highlights:<\/strong><\/h1>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The hybrid workforce is becoming a mainstay in modern contact centres.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Success with a hybrid workforce requires effectively and reliably scheduling agents to ensure optimal agent and customer experiences.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">RingCentral offers intelligent workforce management scheduling tools to help streamline the creation of hybrid schedules.<\/span><\/li>\n<\/ul>\n<p class=\"p2\"><span style=\"font-weight: 400;\">\r\n\t\r\n\t<div class=\"rc-post-content-cta rc-post-content-cta_orange\">\r\n\t\t<div class=\"rc-post-content-cta-columns\">\r\n\t\t\t<div class=\"bottom-cta-img\">\r\n\t\t\t\t<img decoding=\"async\" width=\"2048\" height=\"1365\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/omnichannel-customer-service-scaled.jpg\" class=\"responsive-image\" alt=\"Business people with headsets working at computers in office-844\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/omnichannel-customer-service-scaled.jpg 2048w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/omnichannel-customer-service-300x200.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/omnichannel-customer-service-640x427.jpg 640w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/omnichannel-customer-service-768x512.jpg 768w, \/gb\/en\/blog\/wp-content\/uploads\/2021\/07\/omnichannel-customer-service-1536x1024.jpg 1536w\" sizes=\"(max-width: 2048px) 100vw, 2048px\" \/>\t\t\t<\/div>\r\n\t\t\t<div class=\"bottom-cta-copy\">\r\n\t\t\t\t<div class=\"headline-copy\" style=\"text-align:left;\">Download your guide to the agent-centric contact centre<\/div>\r\n\t\t\t<\/div>\r\n\t\t<\/div>\r\n\t\t\t\t<div class=\"rc-post-content-cta-footer\">\r\n\t\t\t<div class=\"bottom-cta-logo-container\">\r\n\t\t\t\t<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\"\r\n\t\t\t\t\t\t\tfill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-651576459\"\r\n\t\t\t\t\t\t\txmlns=\"http:\/\/www.w3.org\/2000\/svg\">\r\n\t\t\t\t\t\t\t<title id=\"cta-ring-logo-651576459\">Ring Central Logo<\/title>\r\n\t\t\t\t\t\t\t<path d=\"M154 3.89618H150.386V26.9657H154V3.89618Z\" \/>\r\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\"\r\n\t\t\t\t\t\t\t\td=\"M141.313 11.6299C137.976 11.6299 135.388 13.2501 134.95 16.5546H138.504C138.754 15.3082 139.675 14.5591 141.313 14.5591C143.214 14.5591 144.086 15.6499 144.086 17.3647V18.1444H140.438C137.078 18.1444 134.593 19.6411 134.593 22.697C134.593 25.7529 136.619 27.3411 139.55 27.3411C141.826 27.3411 143.323 26.3721 144.133 24.8145H144.288V26.9529H147.716V17.4802C147.702 13.8276 145.833 11.6299 141.313 11.6299ZM140.58 24.5675C139.177 24.5675 138.303 23.8809 138.303 22.7339C138.303 21.4233 139.238 20.7383 140.921 20.7383H144.069L144.086 20.9549C144.088 23.2232 142.777 24.5675 140.58 24.5675Z\" \/>\r\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\"\r\n\t\t\t\t\t\t\t\td=\"M128.187 26.9657V19.2047C128.187 16.8979 129.623 15.4317 131.896 15.4317H133.321V12.0036H131.854C130.14 12.0036 128.893 12.6581 128.114 14.1243H127.988V12.0036H124.591V26.9753L128.187 26.9657Z\" \/>\r\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\"\r\n\t\t\t\t\t\t\t\td=\"M122.295 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clip-rule=\"evenodd\"\r\n\t\t\t\t\t\t\t\td=\"M16.9769 0.548269C16.101 0.914019 15.307 1.44981 14.6364 2.12196L16.332 3.81756C16.7764 3.37 17.3041 3.01548 17.8865 2.77325C18.4688 2.53102 19.0928 2.40429 19.7232 2.40269C20.3537 2.40108 20.9777 2.523 21.5616 2.76362C22.1439 3.00264 22.6749 3.35556 23.1225 3.79991L24.8181 2.10431C23.8106 1.1001 22.5289 0.415123 21.1333 0.139206C19.7377 -0.139919 18.2907 0.00285184 16.9769 0.548269Z\" \/>\r\n\t\t\t\t\t\t<\/svg><\/span><\/div>\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"bottom-cta-link\">\r\n\t\t\t\t<a href=\"https:\/\/assets.ringcentral.com\/uk\/guide\/content-marketing-guide\/agent-centric-contact-centre.pdf\" class=\"view-all view-all-brown\" target=\"_blank\"\r\n\t\t\t\t\trel=\"noopener noreferrer\" data-dl-name=\"Download the guide\" data-dl-element=\"button\"\r\n\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\" data-no-auto-dl=\"true\">Download the guide\t\t\t\t\t<span class=\"svg-icon\" aria-hidden=\"true\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\"\r\n\t\t\t\t\t\t\tfill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-651576459\"\r\n\t\t\t\t\t\t\txmlns=\"http:\/\/www.w3.org\/2000\/svg\">\r\n\t\t\t\t\t<title id=\"cta-ring-arrow-651576459\">Ring Central Logo<\/title>\r\n\t\t\t\t\t<path\r\n\t\t\t\t\t\td=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\"><\/path>\r\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\"\r\n\t\t\t\t\t\td=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\"><\/path>\r\n\t\t\t\t<\/svg><\/span><\/a>\r\n\t\t\t<\/div>\r\n\t\t<\/div>\r\n\t<\/div>\r\n\r\n\t<\/span><\/p>\n<div id=\"62db1100ba33a\" class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/how-rc-helped-6-companies.pdf\" data-id=\"62db1100ba33a\"><strong>\u00a0<\/strong><span style=\"font-weight: 400;\">The hybrid workforce model is likely to have staying power in the world of <a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\">contact centres<\/a>, and effective and streamlined scheduling is a crucial component to managing hybrid teams.<\/span><\/div>\n<p><span style=\"font-weight: 400;\">Since the recent health crisis, <\/span><a href=\"https:\/\/assets.ringcentral.com\/uk\/guide\/content-marketing-guide\/agent-centric-contact-centre.pdf\"><span style=\"font-weight: 400;\">contact centre agent turnover rates have increased<\/span><\/a><span style=\"font-weight: 400;\">. In turn, this has had a negative impact on customer experience. One of the ways that organisations have been handling this situation is by building hybrid contact centre teams that provide much more <\/span><span style=\"font-weight: 400;\">flexibility and customisation for agents.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With robust workforce management tools, contact centres can simplify hybrid agent scheduling, thereby reducing agent turnover, improving customer experience and boosting their bottom line.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here\u2019s why effective scheduling is needed in a hybrid workforce environment and why the appropriate software is required to accomplish this task.<\/span><\/p>\n<h1 id=\"benefits\"><strong>Benefits of offering flexible schedules to agents<\/strong><\/h1>\n<p><span style=\"font-weight: 400;\">There are plenty of perks that come with giving agents the freedom to choose whether to work on-premises or remotely, both for agents and contact centres:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Happier and more satisfied agents<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Lower agent churn rates<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">More flexibility to adapt to fluctuations in call volumes<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ease of filling gaps in scheduling<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Lower odds of both understaffing and overstaffing<\/span><\/li>\n<\/ul>\n<h1 id=\"how\"><strong>How to support a hybrid workforce<\/strong><\/h1>\n<p><span style=\"font-weight: 400;\">With a hybrid workforce model, some agents remain on-premises, while others may choose a remote workplace setting to accommodate their lifestyle and personal schedules.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Offering personalised scheduling can enhance great experiences, both for agents and customers. The right workforce management tools can reduce agent effort and even foster <\/span><a href=\"https:\/\/assets.ringcentral.com\/uk\/guide\/content-marketing-guide\/agent-centric-contact-centre.pdf\"><span style=\"font-weight: 400;\">cross-team collaboration to boost agent motivation.<\/span><\/a><span style=\"font-weight: 400;\"> Contact centres can minimise agent churn and rejuvenate their workforce by attracting the best talent available by offering flexible scheduling.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When contact centre agents first went remote, many contact centres struggled to onboard, coach, and schedule remote agents appropriately. Now, those tasks can be handled more easily. Purpose-built workforce management tools enable contact centre managers or supervisors to customise onboarding, coaching, and scheduling to accommodate agents no matter where they work.<\/span><\/p>\n<h1 id=\"give\"><strong>Give agents the ability to manage their own schedules<\/strong><\/h1>\n<p><span style=\"font-weight: 400;\">With modern workforce management tools, contact centres can simplify scheduling with the help of intelligent automatic agent schedulers. These tools can make it easier to manage timelines and empower agents with the flexibility to trade shifts amongst themselves.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Management can take advantage of purpose-built tools to effectively schedule and manage a flexible workforce with clear, reliable and optimised forecasts.<\/span><\/p>\n<h1 id=\"enhance\"><strong>Enhance quality assurance<\/strong><\/h1>\n<p><span style=\"font-weight: 400;\">Using the right tools allows contact centres to automate and scale <\/span><span style=\"font-weight: 400;\">quality assurance<\/span><span style=\"font-weight: 400;\"> with conversational intelligence that can automatically score each interaction between agents (including virtual assistants and other AI interfaces) and customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Management can then use that data to make more accurate assessments based on all calls rather than on a small sample. The larger the sample size, the more accurate the findings will be.<\/span><\/p>\n<h1 id=\"omnichannel\"><strong>Omnichannel analytics measures performance of each communication channel<\/strong><\/h1>\n<p><span style=\"font-weight: 400;\">Modern contact centres should adopt an omnichannel platform that offers customers a myriad of ways to communicate and have their questions answered or issues resolved. But staffing each channel appropriately can be a challenge without the right technology.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Omnichannel analytics measure the performance of all channels in a contact centre. The metrics involved provide contact centre management with insight into how many customers are using a specific channel and how quickly and effectively agents respond.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For instance, the live chat function or chatbot feature may be more commonly used than others. With this information on hand, supervisors will know where to beef up staffing, and where to cut back. This ensures that agents are properly deployed in the contact centre.<\/span><\/p>\n<h1 id=\"ringcentral\"><strong>RingCentral offers solutions for effective hybrid workforce scheduling<\/strong><\/h1>\n<p><span style=\"font-weight: 400;\">Ultimately, the more productive and <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/are-your-contact-center-agents-happy\/\"><span style=\"font-weight: 400;\">engaged agents are<\/span><\/a><span style=\"font-weight: 400;\">, the more likely they are to be happy. The happier agents are, the more likely they are to provide the kind of customer experience that makes customers happy too. Labour costs make up the largest percentage of contact centre expenses, so investing in tools that help you attract and retain great agents is a smart move.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Using the right agent scheduling tools can help contact centres maintain their competitive edge in a rapidly evolving industry by building a more efficient hybrid contact centre workplace while keeping costs relatively low.<\/span><\/p>\n<h1><strong>RingCentral\u2019s workforce management and optimisation solution<\/strong><\/h1>\n<p><span style=\"font-weight: 400;\">Unlike rigid, traditional on-premises hardware and software, <\/span><a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\"><span style=\"font-weight: 400;\">RingCentral\u2019s cloud contact centre <\/span><\/a><span style=\"font-weight: 400;\">software offers workforce optimisation as a single administrative environment. This makes it easy for management to set schedules that help ensure that contact centres are always appropriately staffed to handle the current workload.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RingCentral\u2019s workforce management tools give contact centres the ability to optimise agent schedules by incorporating flex-time. This boosts agent satisfaction and motivation and ensures that agents use their work time effectively and productively. Plus, customers will be less likely to face long wait times to connect with an agent during busy periods.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With an increase in pressure on contact centres to provide remote work options to attract and retain good agents, it\u2019s important to use the right tools to manage a distributed workforce. RingCentral\u2019s cloud-based tools provide management with the ability to effectively monitor remote agents and deliver a better workplace experience.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: The hybrid workforce is becoming a mainstay in modern contact centres. Success with a hybrid workforce requires effectively and reliably scheduling agents to ensure optimal agent and customer experiences. &hellip; <a href=\"\/gb\/en\/blog\/simplify-hybrid-agent-scheduling\/\" class=\"more-link\">Read more<span class=\"screen-reader-text\"> &#8220;Simplify Hybrid Agent Scheduling With Purpose-Built Tools&#8221;<\/span><\/a><\/p>\n","protected":false},"author":245,"featured_media":24670,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[16,3],"tags":[],"class_list":["post-24233","post","type-post","status-publish","format-standard","has-post-thumbnail","category-customer-experience","category-unified-communications"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Simplify Hybrid Agent Scheduling | RingCentral UK Blog<\/title>\n<meta name=\"description\" content=\"Success with a hybrid workforce requires effectively and reliably scheduling agents to ensure optimal agent and customer experiences.\" \/>\n<meta name=\"robots\" content=\"noindex, follow\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Aur\u00e9lie Daniel\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Simplify Hybrid Agent Scheduling | RingCentral UK Blog","description":"Success with a hybrid workforce requires effectively and reliably scheduling agents to ensure optimal agent and customer experiences.","robots":{"index":"noindex","follow":"follow"},"twitter_misc":{"Written by":"Aur\u00e9lie Daniel","Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.ringcentral.com\/us\/en\/blog\/simplify-hybrid-agent-scheduling-with-purpose-built-tools\/#article","isPartOf":{"@id":"\/gb\/en\/blog\/simplify-hybrid-agent-scheduling\/"},"author":{"name":"Aur\u00e9lie Daniel","@id":"\/gb\/en\/blog\/#\/schema\/person\/9cb4ceef20f07bdfb619ce5d7b61cd9f"},"headline":"Simplify Hybrid Agent Scheduling With Purpose-Built Tools","datePublished":"2022-08-31T07:30:19+00:00","dateModified":"2025-10-24T16:42:33+00:00","mainEntityOfPage":{"@id":"\/gb\/en\/blog\/simplify-hybrid-agent-scheduling\/"},"wordCount":940,"commentCount":0,"publisher":{"@id":"\/gb\/en\/blog\/#organization"},"image":{"@id":"https:\/\/www.ringcentral.com\/us\/en\/blog\/simplify-hybrid-agent-scheduling-with-purpose-built-tools\/#primaryimage"},"thumbnailUrl":"\/gb\/en\/blog\/wp-content\/uploads\/2022\/08\/Man-working-at-home-scaled.jpg","articleSection":["Customer Experience","UC - Collaboration"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.ringcentral.com\/us\/en\/blog\/simplify-hybrid-agent-scheduling-with-purpose-built-tools\/#respond"]}]},{"@type":"WebPage","@id":"\/gb\/en\/blog\/simplify-hybrid-agent-scheduling\/","url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/simplify-hybrid-agent-scheduling-with-purpose-built-tools\/","name":"Simplify Hybrid Agent Scheduling | RingCentral UK Blog","isPartOf":{"@id":"\/gb\/en\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.ringcentral.com\/us\/en\/blog\/simplify-hybrid-agent-scheduling-with-purpose-built-tools\/#primaryimage"},"image":{"@id":"https:\/\/www.ringcentral.com\/us\/en\/blog\/simplify-hybrid-agent-scheduling-with-purpose-built-tools\/#primaryimage"},"thumbnailUrl":"\/gb\/en\/blog\/wp-content\/uploads\/2022\/08\/Man-working-at-home-scaled.jpg","datePublished":"2022-08-31T07:30:19+00:00","dateModified":"2025-10-24T16:42:33+00:00","description":"Success with a hybrid workforce requires effectively and reliably scheduling agents to ensure optimal agent and customer experiences.","breadcrumb":{"@id":"https:\/\/www.ringcentral.com\/us\/en\/blog\/simplify-hybrid-agent-scheduling-with-purpose-built-tools\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.ringcentral.com\/us\/en\/blog\/simplify-hybrid-agent-scheduling-with-purpose-built-tools\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.ringcentral.com\/us\/en\/blog\/simplify-hybrid-agent-scheduling-with-purpose-built-tools\/#primaryimage","url":"\/gb\/en\/blog\/wp-content\/uploads\/2022\/08\/Man-working-at-home-scaled.jpg","contentUrl":"\/gb\/en\/blog\/wp-content\/uploads\/2022\/08\/Man-working-at-home-scaled.jpg","width":2048,"height":1365,"caption":"Shot of handsome young businessman working from home. 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