Active Queue Management

Active queue management allows the Command Center to effectively utilize agent resources across multiple skill sets.  Proactive management ensures service level and other performance goals are met.  Extreme changes in call volume will accelerate the Command Center into allocating those calls to the most available and reliable resources.  Moreover, when those resources show high availability, real-time management analysts will ensure agents remain in a productive state. This is accomplished with effective monitoring and usage of adherence, IVR, CRM, and ACD tools.  The Command Center can determine appropriate agent movement based on the measurements of these resources.
 

Expected and Unexpected Time Off Management

Expected and unexpected time-off requests are a significant consideration for real-time management. This includes offline activities required to the business for training, coaching and project needs. Forecasted data and trends are used to plan scheduled events and the Command Center analyzes these events and effectively utilizes available agents to fill gaps.  Analysts will also plan and readjust agent schedules, in real-time, to ensure call volume is handled properly.  This is to safeguard from any lapses in service level and customer experience. While important to be able to accurately track time off taken, real-time time off management also allows for “on the fly” adjustments to schedules or overtime offerings to ensure that calls are being handled efficiently.

 

Live Volume Allocation

In the multi-center support model, live volume allocation is managed via the Command Center by regular monitoring of the queues which include volume, wait times, service levels and required skills. With the consistent monitoring of the real-time data, changes to allocation can quickly be made to maximize efficiency and consumer experience. Skill management is also a supported function of our Command Center Managed Services. Skill management provides the ability to skill resources or prioritize queues to follow the current demand of the volume. For example, if the real-time team observes higher than expected queues for Product A support, but lower than expected demand for Product B, recommendation or action of reallocation of resources from Product B to Product A to overcome the demand imbalance. Through live volume allocation the Real-Time Management team/Command Center, is able to monitor and detect call volumes building and allocate calls to the appropriate 

 

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