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Intra-day scheduling allows planners to reschedule the contactcenterworkforce during the day based on fluctuating arrival patterns for all types of enquiry and all channels while factoring in shrinkage ie events that take agents away from the frontline such as unexpected sickness, time off, ad-hoc breaks or training.
Scheduling and organizing your support agents, hiring and training new employees, calculating servicelevels and profit margins, negotiating suppliers are the mundane but essential responsibilities of the call center manager. Only once these are running optimally is it possible to make any real improvements to your call center.
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