Call Center Management Feature Article
January 13, 2009
On Demand Call Center Management Solutions Deliver Faster Results at Lower Costs
By Michelle Robart, TMCnet Editor
Successful call center managers are aware of the benefits that workforce planning and call center scheduling provide. While enhanced efficiency and streamlined operations drive cost savings, oftentimes challenges interfere with getting essential call center management solutions and software implemented. Budget limits, IT resource issues, hardware procurement hurdles, and long implementation times delay or prevent this need from being met.
A new category of On Demand or Software as a Service (SaaS (News
)) solutions for various aspects of Call Center Management avoid these issues. They are 100 percent Web-based and users only need Internet access and a browser. One of those solution is a call center workforce management solution form Monet Software. With Monet Software’s WFM OnDemand, call center managers can break down these common barriers of traditional software implementation and deliver immediate results and savings. Low upfront costs, little to no IT involvement and ease of use mean less time fighting obstacles and more time running a call center.
One of the biggest issues of call center management is how to meet or exceed service levels while keeping payroll costs in check. Monet’s On Demand Workforce Management Solution provides an affordable and flexible way to accurately forecast call volumes, effectively schedule and manage performance of their agents, resulting in increased service levels and reduced payroll costs. With Monet WFM OnDemand, call center managers can forecast and schedule agents across multiple sites and time zones.
Call center management solutions automate this process of management and planning of agent work schedules, avoiding under or over staffing and ensuring agents are working when they are needed, while also utilizing their skills. Call centers can also easily manage multi-skilled agents for handling inbound calls, outbound calls, e-mails, Web chat, and other back office processes.
According to Monet, many call center managers tell them that they have significantly improved service levels and reduced center costs by focusing more on accurate forecasting of call volumes and efficient scheduling of agents.
Monet WFM On Demand was especially created to meet the needs of small- and medium-sized call centers (25 to 400 agents):
-- Quick setup – get started within days
-- Affordable – low monthly fee without large upfront investment
-- Ease of use – 100% Web-based, on-demand
-- Quick integration with any ACD or PBX (News
With Monet WFM On Demand call centers gain an affordable and low risk solution to enhance key aspects of their call center management, resulting in higher service levels, reduced center costs and agent turnover. Interested parties can take an Online Tour
to learn more.
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