Automated Shift Bid Process?

[pdavid]

So this isn't anything related to Genesys, but I'm interested in knowing how contact centers manage their shift bid process.

We've got about 1,300 agents and like every contact center, we go through shift bids by passing out the forms, receiving all 1,300 back (never on time), and then tabulating the results. I'm looking for a paperless solution, and am wondering how others go about, if they follow the same process as outlined above, or have a different method.

Anyhow any ideas/tips would be appreciated, as my staff is tired of papercuts....

[Tefleon]

Get WFM 7.5

Build the schedules you want and allow your agents to log in and set their preferred shifts by x date.

On x date plus one, press the build button and let WFM assign the schedules based on agents selections.  Anyone not completing the process by the deadline will be assigned a  shift not allocated in the selection process.  You can set the process to factor in agents start dates and / or agents rankings.

Much quicker and easier than paper since all your doing is building the schedules.  The system takes care of the other bits and the agents view them using a web browser.

[pdavid]

We're on 7.1 currently and will be moving to 7.5 soon - I hope there's a 7.5 class at GU, I'd sure love to learn what the new version brings in addition to the below automated shift bid process. Thanks I'll be checking into this.