How do you handle unplanned events or emergencies that affect contact center scheduling?

Handling unplanned events or emergencies that affect contact center scheduling requires agility and effective communication. Develop a contingency plan that includes flexible staffing options, such as on-call agents and remote work capabilities. Quickly assess the situation and reallocate resources to cover critical functions. Communicate transparently with your team, keeping them informed of changes and expectations. Use real-time monitoring tools to adjust schedules dynamically and maintain service levels. After the event, conduct a thorough review to improve future response strategies. By staying prepared and responsive, you can minimize disruptions and maintain high-quality customer service.

It is important to have a BCP and DRP in place. There have been multiple occurrences that this happened in a contact center that I was a part of during the pandemic. Having those plans in place and being able to clearly and quickly communicate it is key to minimizing business impact.

In my experience, quickly assessing the impact of an unplanned event is crucial. One time at work, we had a major system outage that affected our entire contact center. Within minutes, I had my team pull real-time data on call volumes, agent availability, and SLA metrics to gauge the severity. This rapid assessment allowed us to activate our business continuity plan swiftly and minimize disruption to our customers.

Effective communication with stakeholders during unplanned events is crucial for maintaining trust and operational continuity. ??? By proactively informing agents, customers, and vendors, you not only manage expectations but also foster a collaborative environment that can adapt swiftly to changes. For instance, notifying agents about schedule changes or customers about service interruptions can significantly reduce frustration and enhance overall satisfaction. Remember, clear and timely communication is the backbone of successful crisis management! ??

Quick and clear communication is key and it is important to communicate it not just to the higher ups but also to the agents as well. This keeps the whole organization aware of the emergency

Inform your team immediately about the situation and any changes in scheduling. Use multiple channels, such as email, instant messaging, and meetings, to ensure everyone is updated. Keeping stakeholders informed helps manage expectations, reduces confusion, and allows for collaborative problem-solving. Clear and timely communication can minimize disruption, maintain service quality, and ensure a swift return to normal operations.

One thing I've found helpful when communicating during emergencies is to use multiple channels simultaneously. During a recent unexpected spike in contact volume, we immediately sent out alerts via our internal messaging system, email, and even had team leads make quick announcement calls. This multi-pronged approach ensured that all agents, regardless of their current task, were promptly informed and could adjust their schedules accordingly.

Identify available agents with the right expertise to manage urgent tasks efficiently. Monitor absenteeism closely and have a backup plan to ensure coverage. Flexibility and adaptability are crucial, as reassigning tasks based on skills helps maintain service quality. This proactive approach minimizes disruptions and keeps operations running smoothly, ensuring customer satisfaction even during challenging times.

In my experience, having a flexible workforce is key to adjusting schedules effectively. One time at we faced an unexpected surge in customer inquiries due to a viral social media post. I quickly tapped into our pool of cross-trained agents and part-time staff, reallocating them to handle the influx. Our workforce management software made it easy to optimize this new schedule in real-time, helping us maintain our service levels despite the sudden demand.

This is important in not just informing your agent clearly and in a timely manner but its also just as important to provide your agents with support.

Provide clear communication about changes, ensuring agents understand their roles during disruptions. Recognize their efforts with timely feedback and praise, boosting morale amid challenges. Adjust schedules empathetically, considering agent well-being and workload balance. This approach fosters resilience and commitment, enhancing team cohesion and maintaining service excellence despite unforeseen circumstances.

One thing I've found helpful in supporting agents during crises is to lead by example. During a particularly stressful period of unplanned schedule changes, I made sure to be present on the contact center floor, taking contacts alongside my team. This hands-on approach not only provided immediate support but also boosted morale. It showed the agents that we're all in it together, fostering a sense of camaraderie that's crucial during challenging times.

In my experience, conducting thorough post-event evaluations is essential for continuous improvement in contact center operations. After a unexpected event that disrupted our schedules, I gathered data from our WFM software, agent feedback, and customer satisfaction scores. We identified areas where our response excelled and where we could improve. This analysis led to updates in our business continuity plan and more robust cross-training programs, making us better prepared for future disruptions.

One time at work, we faced a significant challenge when a new product launch coincided with an unexpected IT outage. To prepare for future scenarios, we implemented a more robust disaster recovery plan that included cloud-based redundancies for our contact center software. We also expanded our pool of on-call agents and implemented a remote work policy. These proactive measures have since helped us navigate several unplanned events with minimal disruption to our customer service.

A great tool to plan ahead for unplanned events and emergencies is NICE's CXone Disaster Recovery. It ensures business continuity with failover and redundancy capabilities, allowing your contact center to remain operational during disruptions. For example, during a natural disaster or system outage, CXone Disaster Recovery can automatically reroute calls to backup locations or enable agents to work from home, ensuring uninterrupted customer support. Additionally, it can handle sudden spikes in call volume by quickly adding more agents or resources. This tool helps your organization stay prepared and maintain high service levels even in emergencies.

Having a malleable tool such as an AI chatbot or AI platform that can take over temporarily during an emergency can mitigate the business impact of an unplanned emergency. It could provide contact center relief both on the customer's end but also the organization's end

Convince the C-level to hire WFM professionals and then enjoy watching them lose their hair. Bonus: Now, as a Op Manager, you can finger-point them when the Contact Center operations go south. Follow me for more pro tips.