Why Rostering software is critical for contact centres
Having an effective roster in the contact centre is one of the best ways to ensure your contact centre is running at maximum efficiency. Call centre rostering software is designed to automatically create rosters based on a predicted workload (i.e forecast) and align that with your available workforce based on your local rules such as opening hours, maximum shift times, skill levels, break times, annual leave requirements etc) that can help you best achieve your desired Service Levels.
The rostering software can be standalone or integrate with your contact centre platform for best results.
More advanced call centre rostering software enables staff to swap different shift times amongst themselves based on pre-set rules (known as shift swapping), manage annual leave applications, sync with payroll and HR systems and more.
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