{"id":50458,"date":"2022-02-03T14:00:04","date_gmt":"2022-02-03T22:00:04","guid":{"rendered":"\/us\/en\/blog\/?p=50458"},"modified":"2025-06-23T00:03:09","modified_gmt":"2025-06-23T07:03:09","slug":"scheduling-tips-for-a-multichannel-contact-center","status":"publish","type":"post","link":"\/us\/en\/blog\/scheduling-tips-for-a-multichannel-contact-center\/","title":{"rendered":"Scheduling tips for a multichannel contact center"},"content":{"rendered":"<p><strong>Highlights<\/strong>:<\/p>\n<ul>\n<li aria-level=\"1\">Multichannel contact centers require the right amount and mix of agents<\/li>\n<li aria-level=\"1\">Overstaffing and understaffing are expensive problems facing multichannel contact centers<\/li>\n<li aria-level=\"1\">Workforce management solutions help you build effective, efficient schedules<\/li>\n<\/ul>\n<hr \/>\n<p>&nbsp;<\/p>\n<p>You\u2019ve decided to invest in a multichannel contact center, so customers can contact you through text, video conference, social media channels, and the phone. The question arises: how do you ensure that your contact center has the right amount of staff at the right time?<\/p>\n<p>That\u2019s where workforce management solutions can help. For example, <a href=\"https:\/\/www.ringcentral.com\/ringcx\/workforce-engagement-management.html\">workforce engagement management<\/a> features like analytics and coaching can complement WFM by improving agent engagement and performance, further supporting effective scheduling. In this article, we\u2019ll explore the challenges of scheduling staff at a multichannel <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> and how WFM software ensures you have adequate staff to cover all of your channels.<\/p>\n<hr \/>\n<p class=\"p1\"><span class=\"s1\">\u2b50<\/span><span class=\"s2\"><b> Take your contact center to a whole new level <\/b><\/span><span class=\"s1\">\u2b50<\/span><\/p>\n<p class=\"p2\"><span class=\"s2\">Next-Gen Cloud Contact Centers for Dummies\u00ae, RingCentral Special Edition\u00a0eBook<\/span><\/p>\n<p class=\"p3\"><span class=\"s2\">\t<\/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=\"69decb2c4694d\" id=\"69decb2c4694d\">\n\t\t<button tabindex=\"on\"  on=\"tap:69decb2c4694d.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:69decb2c4694d.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<p>\t<\/span><\/p>\n<hr \/>\n<p>&nbsp;<\/p>\n<h2>Staffing challenges at a multichannel contact center<\/h2>\n<p>We\u2019ll use two examples to illustrate staffing challenges at a multichannel contact center: overstaffing and understaffing. Each contact center offers the same mix of channels: social media, text, telephone, and video conference.<\/p>\n<h3>Overstaffing<\/h3>\n<p>Contact Center A has an overstaffing problem. They have five agents for each channel during the hours of 9 AM to 5 PM. However, there\u2019s very low traffic.<\/p>\n<p>At any given time, three agents are handling interactions for any given channel. Two agents sit idle per channel. That\u2019s costing the company money, and the eight agents sitting idle don\u2019t feel so great about the situation either; they don\u2019t come to work intending to sit idle.<\/p>\n<p>The twelve agents who have enough work to do are resentful of their less-busy colleagues. All in all, the atmosphere at Contact Center A isn\u2019t pleasant.<\/p>\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>Understaffing<\/h3>\n<p>Contact Center B, in contrast, has an understaffing problem. They have two agents for each channel between the hours of 5 PM and 10 PM. There\u2019s very high traffic \u2013 so high, in fact, that agents can\u2019t handle it effectively.<\/p>\n<p>While none of the agents are idle, they\u2019re also unable to meet customer demand. Customers have a poor experience; many of them choose to abandon the interaction because it takes so long for someone to answer them.<\/p>\n<p>The culture at Contact Center B isn\u2019t any better than Contact Center A. Agents feel overworked and some of them are becoming burnt out. The turnover is rising, which means the contact center invests more and more in training agents who won\u2019t stay very long.<\/p>\n<p>&nbsp;<\/p>\n<h2>How WFM software ensures effective contact center scheduling<\/h2>\n<p>WFM software help avoid overstaffing and understaffing in <a href=\"https:\/\/www.ringcentral.com\/cloud-contact-center.html\">cloud contact centers<\/a> by offering omnichannel analytics and tools to assist you in building a schedule that ensures adequate coverage.<\/p>\n<h3>Offering omnichannel analytics<\/h3>\n<p>Omnichannel analytics measure performance of all channels a contact center uses. While these analytics might seem like something that the marketing department would use, these metrics tell contact center supervisors about how many people are utilizing a given channel and how quickly agents respond.<\/p>\n<p>Through omnichannel analytics, you might see that live chat is a popular option, but not as many customers use video conferencing. This tells you that you need more agents trained to do live chat, and fewer to do video conferencing.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-50459\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/01\/smiling-woman-typing-on-her-laptop.jpeg\" alt=\"African American Businesswoman Using Laptop In Modern Office. Copy Space\" width=\"512\" height=\"343\" \/><\/p>\n<h3>Assist you in building a schedule that ensures adequate coverage<\/h3>\n<p>WFM software helps you build a schedule that makes sure your contact center has enough agents with the right skill sets.<\/p>\n<p>With WFM software, you can see which shifts are\u00a0 the busiest and what customers want from the contact center (for example, it might be that many customers need to return products). That allows you to schedule agents for the shifts when they\u2019re needed most, and to utilize agents with the most in-demand skills.<\/p>\n<p>&nbsp;<\/p>\n<h2>WFM software in action<\/h2>\n<p>We\u2019ll go back to our previous examples of Contact Center A and Contact Center B to illustrate what life looks like after WFM software.<\/p>\n<h3>Resolving overstaffing<\/h3>\n<p>After implementing WFM software at Contact Center A, the supervisor realizes that the 9-5 shift doesn\u2019t need 20 agents on staff. The busiest shift is actually from 4 to 10 PM.<\/p>\n<p>Moreover, the busiest channels are live chat (on social media and text messaging) at those times. The manager offers the agents who don\u2019t specialize in live chat the opportunity to retrain, and several of them accept it. They\u2019re also willing to work the later shift.<\/p>\n<p>Now that agents spend less time being idle, they feel better about their work. The agents who didn\u2019t spend as much time being idle don\u2019t feel resentful that their colleagues aren\u2019t doing as much work as they are. The culture has improved tremendously.<\/p>\n<h3>Resolving understaffing<\/h3>\n<p>Contact Center B has also implemented WFM software. The manager at that contact center has made some important discoveries, too. He\u2019s learned that the 5-10 PM shift has the highest traffic for all channels.<\/p>\n<p>To prevent burnout and high turnover, he needs to hire two more agents per channel. Once these agents start working, the current agents notice their workload is much more manageable. They feel less stressed.<\/p>\n<p>Moreover, customers aren\u2019t abandoning their interactions the way they were before the WFM software implementation. Agents can answer questions in a timely fashion, so customers aren\u2019t stuck on hold or waiting. Customer satisfaction scores rise, as do customer retention rates.<\/p>\n<p>&nbsp;<\/p>\n<h2>The benefits of WFM software<\/h2>\n<p>As shown from these examples, WFM software helps contact centers run more efficiently and improve the customer experience.<\/p>\n<p>Having too many or too few staff isn\u2019t efficient. You\u2019re either wasting money on agents sitting idle, or you\u2019re losing money because you don\u2019t have enough staff to respond to customer queries. It\u2019s also inefficient when your agents aren\u2019t happy because they don\u2019t feel productive or they\u2019re burnt out.<\/p>\n<p>Moreover, having the right amount and mix of agents makes the customer experience better. <a href=\"https:\/\/blog.hubspot.com\/service\/customer-service-stats\">A third of customers<\/a> are frustrated by waiting on hold, while <a href=\"https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf\">46 percent of customers<\/a> will abandon a brand if they don\u2019t feel agents can meet their needs. Fast response times and knowledgeable agents solve those problems.<\/p>\n<p>&nbsp;<\/p>\n<h2>Effectively schedule agents with RingCentral\u2019s WFM software<\/h2>\n<p><a href=\"https:\/\/www.ringcentral.com\/contact-center\/workforce-management.html\">RingCentral\u2019s WFM software<\/a> helps you meet scheduling needs with omnichannel analytics and assistance in building schedules with adequate coverage and the right mix of skills. To learn more, <a href=\"https:\/\/www.ringcentral.com\/view_demo.html\">get a demo.<\/a><\/p>\n<section class=\"show-demo\">\n<div class=\"title\">\n\t\t\tEffectively schedule agents with RingCentral\u2019s WFM software\t\t<\/div>\n<div class=\"flex-container button-container {{ $description ?: 'spacing' }}\">\n<div class=\"flex-container description\">\n<div>\n\t\t\t\t\tRingCentral\u2019s WFM software helps you meet scheduling needs with omnichannel analytics and assistance in building schedules with adequate coverage and the right mix of skills.\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"button-wrapper\">\n                                            <button onclick=\"window.open('https:\/\/www.ringcentral.com\/view_demo.html', '_blank'); return false;\" class=\"show-demo-button\" data-dl-name=\"show-demo\" data-dl-element=\"button\" data-dl-additional-info=\"show demo button\" data-no-auto-dl=\"true\">Get a demo<\/button>\n                                    <\/div>\n<\/p><\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Highlights: Multichannel contact centers require the right amount and mix of agents Overstaffing and understaffing are expensive problems facing multichannel contact centers Workforce management solutions help you build effective, efficient schedules &nbsp; You\u2019ve decided to invest in a multichannel contact center, so customers can contact you through text, video conference, social media channels, and the &#8230;<\/p>\n","protected":false},"author":29,"featured_media":50460,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-50458","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","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>Scheduling tips for a multichannel contact center | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Multichannel contact centers require the right amount and mix of agents; workforce management solutions enable effective, efficient schedules.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/scheduling-tips-for-a-multichannel-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Scheduling tips for a multichannel contact center\" \/>\n<meta property=\"og:description\" content=\"Multichannel contact centers require the right amount and mix of agents; 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