Outbound scheduling
A growing number of contact The entire communication experience for a customer, from beginning to end. centers are involved in outbound scheduling Optional licensed feature in WFM that involves making calls using a predictive dialer, or manually dialing a list of customers or prospects.. Outbound scheduling involves making calls using a predictive dialer, or manually dialing a list of customers or prospects.
To optimize outbound calling, you must have employees available to make calls during the best times to contact people.
Use Workforce Management to:
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Optimize both blended inbound-outbound and outbound-only contact center operations
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Generate outbound schedules
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Use Queue Analytics Feature in Workforce Management that tracks Queue data. Queue Analytics can show the Actual vs. Forecasted metrics. to monitor and manage data associated with outbound scheduling
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Monitor employee adherence Measure used in Workforce Management (WFM) to determine how well an employee’s scheduled activities match their actual, real-time activities. in an outbound environment