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| General Discussion The CallCenterOps Forum allows you to seek the advice of other knowledgeable call center professionals. Post your call center related question and contribute your opinion to others seeking advice. (No advertising is accepted - posts will be removed.) |
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05-16-2003, 08:41 AM
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WFM Scheduling
We currently use seniority based priorities for creating schedules. I am interested in learning about experiences with performance based scheduling. Thank you!
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MLBelanger 
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05-19-2003, 01:30 AM
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Hi,
we thought about it ... but never used it. In our understanding, the major probelm is to ensure an absolute neutral and figure-based ranking model. We wanted to avoid supervisors to prefer some agents more than others. Therefore, we're using random today. It's not perfect but at least equally fair.
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