PACE PACE Workforce Management & Staffing 2

Question 1

What is the purpose of an 'intraday management' process in a contact center?

Accepted Answer

Making real-time staffing adjustments to respond to actual vs. forecasted volume

Answer

Intraday management allows supervisors to adjust staffing in real time when actual call volumes differ from the forecast.

Question 2

Which staffing strategy involves having agents work outside their core hours to cover peak periods?

Accepted Answer

Split shifts or flexible scheduling

Answer

Split shifts and flexible scheduling allow contact centers to staff up during peak hours without paying for idle time during off-peak periods.

Question 3

What does 'agent utilization' measure in workforce management?

Accepted Answer

The percentage of logged-in time agents spend actively handling contacts

Answer

Agent utilization reflects how productively agents are spending their available time handling customer interactions.

Question 4

In workforce planning, what is a 'headcount model'?

Accepted Answer

A projection tool estimating the number of full-time equivalents (FTEs) needed

Answer

A headcount model projects FTE requirements by combining volume forecasts, AHT, shrinkage, and service level targets.

Question 5

Which method helps reduce agent burnout while maintaining service levels in a high-volume contact center?

Accepted Answer

Implementing rotation schedules and cross-training programs

Answer

Rotation and cross-training distribute workload variety, reducing monotony and burnout while keeping agents versatile.

(PACE) Professional Association for Customer Engagement Certification Practice Test