Intraday management is the workforce management process of monitoring the current day’s volumes and trends in the contact center and making changes to agent and staff schedules accordingly. It provides managers with the ability to adjust schedules and staffing on the fly to account for changing business conditions.
LiveVox WFM streamlines the intraday workforce management process. Rather than manage schedules on a single, ad hoc basis, supervisors can efficiently flex the schedules of their entire agent workforce and deliver messages on six distinct notification channels with just a few entries.
More Intraday Management Resources for Call and Contact Centers
Keep your agents engaged and high-performing. Agents can stay up-to-date on their most current schedule, including shift times and breaks, with the ability to shift-bid, shift-swap, and make PTO requests, all via a mobile app.
In addition to optimizing scheduling, call center workforce management can help leaders gain insight into important business metrics like employee productivity. It can help assess agent strengths and schedule them accordingly based on when their expertise is most likely to be needed. The larger a contact center is, the more complex its workforce management needs become. Thus, WFM automation can save a great deal of time on scheduling so that leaders can focus more of their attention on hands-on tasks like agent coaching to improve outcomes.
A Quality Management System (QMS) is a collection of business processes to help businesses consistently meet customer requirements and enhance satisfaction. A QMS includes goals, policies, processes, information and resources a company needs to implement it. The system is broken down into seven principles. Most companies follow the ISO9001, which are the QMS requirements applicable to most industries. By creating processes to meet these requirements, a contact center creates an environment where agents are more likely to meet or exceed customer expectations and performance.