What tasks can Planners perform with Shift Scheduling?

Planners can utilize scheduling tools to match agents to shifts effectively. This function is essential in a contact center environment where demand fluctuates and the availability of agents can vary. By analyzing factors such as skill sets, availability, and workload, planners can ensure that the right agents are scheduled for the right shifts to meet customer needs. This matching process contributes to operational efficiency and helps maintain a high level of service during peak times.

Creating shifts based on historical data is a relevant task, but it primarily aligns with the initial planning phases rather than the matching process during active shift scheduling. Analyzing customer feedback trends does not directly relate to shift scheduling; instead, it focuses on improving service and understanding customer experiences. Scheduling meetings for the entire organization is not part of the shift scheduling process, as it pertains to a different type of coordination beyond shift management within the contact center.