Roundup Fulfillment & Operations 15 Bottom-Line-Boosting

1. Focus on agent scheduling. In general, contact center managers do a good job setting customer service reps' (CSRs') schedules based on projected call volumes. But then what happens? Review your original agent schedule against actual call volume and agents who worked. This simple task often provides insight into a schedule's effectiveness. Takeaway tip: Try using agent-scheduling software; those who have it say their costs are reduced.