{"id":47867,"date":"2021-06-01T08:06:36","date_gmt":"2021-06-01T15:06:36","guid":{"rendered":"\/us\/en\/blog\/?p=47867"},"modified":"2025-03-13T06:11:56","modified_gmt":"2025-03-13T13:11:56","slug":"contact-center-scheduling-challenges","status":"publish","type":"post","link":"\/us\/en\/blog\/contact-center-scheduling-challenges\/","title":{"rendered":"6 tips to tackle contact center scheduling challenges"},"content":{"rendered":"<h3>Highlights:<\/h3>\n<ul>\n<li aria-level=\"1\">Contact center scheduling doesn\u2019t have to be complicated or frustrating with the right contact center software.<\/li>\n<li aria-level=\"1\">Workforce management solutions automate the scheduling process.<\/li>\n<li aria-level=\"1\">They ensure adequate staffing, the right mix of skills, and give agents the flexibility to work from home.<\/li>\n<\/ul>\n<p>When you think about scheduling contact center agents for shifts, which words come to mind? \u201cUnpleasant,\u201d \u201ccomplicated,\u201d and \u201cfrustrating\u201d might all come to the fore. However, that doesn\u2019t have to be the case with the right contact center software.<\/p>\n<p>This post explores how to tackle contact center scheduling challenges with the right technology, so your contact center can be properly staffed and run as efficiently as possible.<\/p>\n<h2>What challenges does contact center scheduling bring?<\/h2>\n<p>Among the most significant challenges to contact center scheduling are:<\/p>\n<ul>\n<li aria-level=\"1\">Balancing the needs and wants of agents<\/li>\n<li aria-level=\"1\">Ensuring that the contact center is adequately staffed, meaning there are enough agents to handle the volume, and no one is sitting idle<\/li>\n<li aria-level=\"1\">Making sure that agents with the right skill set are on shift<\/li>\n<\/ul>\n<p>The way you schedule your agents matters, too. If you\u2019re using <a href=\"https:\/\/www.ringcentral.com\/gb\/en\/blog\/how-to-achieve-contact-centre-workforce-management-optimisation\/\">manual methods like spreadsheets<\/a>, that adds a layer of complexity and frustration.<\/p>\n<p>What happens if someone unexpectedly calls out sick suddenly, or isn\u2019t able to make it to a shift for another reason? That throws off your schedule entirely, and you wind up with a <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> that\u2019s understaffed.<\/p>\n<hr \/>\n<p>\u2b50<b> Take your contact center to a whole new level <\/b>\u2b50<\/p>\n<p>Next-Gen Cloud Contact Centers for Dummies\u00ae, RingCentral Special Edition\u00a0eBook<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/next-gen-cloud-contact-centers.pdf\" data-id=\"69d73b6743660\" id=\"69d73b6743660\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d73b6743660.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">Next-Gen Cloud Contact Centers for Dummies\u00ae, RingCentral Special Edition eBook<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d73b6743660.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Happy reading!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<hr \/>\n<h2>How can you overcome contact center staffing challenges?<\/h2>\n<p>It comes down to following a few best practices:<\/p>\n<ul>\n<li aria-level=\"1\">Choose the right contact center software<\/li>\n<li aria-level=\"1\">Automate the scheduling process<\/li>\n<li aria-level=\"1\">Optimize staffing so no one sits idle<\/li>\n<li aria-level=\"1\">Ensure employees with the right skills work when they\u2019re most needed<\/li>\n<li aria-level=\"1\">Offer flexible scheduling to agents<\/li>\n<li aria-level=\"1\">Enable agents to work from their location of choice<\/li>\n<\/ul>\n<h3>1. Choose the right contact center software<\/h3>\n<p>The first step to solving your schedule woes lies in choosing the right contact center software. The right contact center software features a <a href=\"https:\/\/www.ringcentral.com\/contact-center\/workforce-management.html\">workforce management solution<\/a>. The term \u201cworkforce management\u201d or WFM refers to a set of internal processes that allow decision makers to manage:<\/p>\n<ul>\n<li aria-level=\"1\">Human resources<\/li>\n<li aria-level=\"1\">Workforce planning<\/li>\n<li aria-level=\"1\">Leave management<\/li>\n<li aria-level=\"1\">Workforce analytics<\/li>\n<\/ul>\n<p>Workforce management solutions process:<\/p>\n<ul>\n<li aria-level=\"1\">Demand forecasting \u2013 so you can staff your contact center with enough agents to meet demand<\/li>\n<li aria-level=\"1\">Employee scheduling<\/li>\n<li aria-level=\"1\">Agent assignments, so agents with the right skill sets work the right shifts<\/li>\n<\/ul>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<h3>2. Automate the scheduling process<\/h3>\n<p>If you use a spreadsheet to schedule agents, you know what a headache it is to update it. A WFM solution gets rid of spreadsheets.With workforce management solutions, you can automate the scheduling process to save time and ensure the right staffing mix for your contact center shifts.<\/p>\n<p>Automated scheduling means you no longer have to juggle agents\u2019 scheduling preferences manually. A formerly time-consuming process is much faster thanks to the speed and accuracy of modern technology.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-47868\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/05\/sitting-a-desk-with-a-headset.jpeg\" alt=\"Friendly young woman call center operator with headset using computer at office\" width=\"540\" height=\"284\" \/><\/p>\n<h3>3. Optimize staffing so no one sits idle<\/h3>\n<p>For most contact centers, the largest expense is the cost of human labor, so you want to be sure to optimize your staffing to get the best return on your investment in your employees. When your employees are on shift, do you know how much work they\u2019re actually doing? They might have a high volume of interactions to handle or <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/contact-center-analytics-measure-then-act\/\">they might be spending part of that time idle<\/a>.<\/p>\n<p>WFM solutions minimize idle time (and helps you save on operational costs) by optimizing agent schedules; they ensure that a shift doesn\u2019t have too many or too few people. Agents stay busy without being overwhelmed or idle.<\/p>\n<h3>4. Ensure employees with the right skills work when they\u2019re most needed<\/h3>\n<p>Let\u2019s say you know that people who want to return items seem to call during the evening shift because that\u2019s when they\u2019re home from work. You need agents on that shift who have experience handling returns.<\/p>\n<p>A WFM solution helps you staff shifts so that the employees with the most in-demand skills work the right shifts. For example, you could schedule agents with return experience to work in the evenings so that they could put their skills to good use.<\/p>\n<h3>5. Offer flexible schedules to agents<\/h3>\n<p>Flexible schedules (also known as \u201cflex-time\u201d) mean that employees can shift the times that they work, yet still work a full shift. For example, Jessica normally works the day shift, but she has to take her daughter to an appointment in the afternoon. She asks her supervisor if she could take the evening shift instead; Jessica will still work a full eight hours, just not between 9 to 5.<\/p>\n<p>Workers want flex-time. A study conducted by the Society of Workforce Planning Professionals showed that 33% of contact center supervisors surveyed said their agents would take a <a href=\"https:\/\/blog.contactcenterpipeline.com\/2018\/04\/scheduling-flexibility-tips-to-empower-engage\/\">pay cut of 2.5%<\/a> in exchange for flex-time. Workforce management expert <a href=\"https:\/\/blog.contactcenterpipeline.com\/2019\/01\/how-to-make-contact-center-schedules-compliant\/\">Tiffany LaReau<\/a> corroborates this with anecdotal evidence: she\u2019s seen agents take jobs that didn\u2019t pay as well just so they could have more flexible schedules.<\/p>\n<p>WFM solutions make it easy to offer flex-time to employees. Because they automate scheduling, it\u2019s simple to shift one person\u2019s shift to another shift to ensure the contact center is adequately staffed. That\u2019s not something you can do with spreadsheets \u2013 the manual data entry process would result in confusion and errors.<\/p>\n<h3>6.\u00a0 Enable agents to work from the location of their choice<\/h3>\n<p>Giving agents location flexibility leads to a better work experience. Research from Pipkins reveals that agents who work from home have a <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/key-contact-center-trends-for-2021\/\">higher retention rate (80%)<\/a> than agents working on-site. But how can they effectively supervise agents if they\u2019re not in the contact center?<\/p>\n<p>That\u2019s no problem with WFM solutions that feature built-in monitoring tools so managers can listen in on calls and review on-screen interactions. There\u2019s also whisper coaching and barge-in functionality to steer agents back on course if an interaction takes a wrong turn.<\/p>\n<h2>RingCentral\u2019s WFM solution improves contact center efficiency<\/h2>\n<p>RingCentral\u2019s WFM solution ensures the right staffing, the right skill sets, low idle time, and higher levels of employee satisfaction. <a href=\"https:\/\/www.ringcentral.com\/contact-center\/features.html#workforce\">Learn more about our WFM solution today<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Contact center scheduling doesn\u2019t have to be complicated or frustrating with the right contact center software. Workforce management solutions automate the scheduling process. They ensure adequate staffing, the right mix of skills, and give agents the flexibility to work from home. When you think about scheduling contact center agents for shifts, which words come &#8230;<\/p>\n","protected":false},"author":29,"featured_media":47869,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18390,4],"tags":[],"class_list":["post-47867","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication-and-collaboration","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>6 tips to tackle contact center scheduling challenges | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"These seven tips help contact centers overcome scheduling challenges to ensure greater efficiency, effectiveness, and employee satisfaction.\" \/>\n<meta name=\"robots\" content=\"index, follow, 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