Thanks to the advent of the Internet and e-commerce, organizations are increasingly going national or even global with their operations. Even a small online merchant can go global today, using geo-location, automated currency exchange, secure payment card processing and other advanced Web technologies.

But as companies become more geographically distributed, it becomes more of a challenge to ensure they are delivering good customer service in all of the regions where they do business. As companies increasingly spread their call center operations, for the purpose delivering round-the-clock or “follow-the-sun” service, they must adopt new technology solutions that enable them to manage call center personnel across those multiple locations.

 

Helping to facilitate the management of dispersed call centers (including home-based agents) are today’s Web-based workforce management solutions. With these powerful scheduling solutions, call center managers can accurately forecast call volume at each location and schedule agents accordingly, all by way of a Web-based administrative interface. In addition, they can manage agent schedules across time zones to ensure schedule adherence and reduce shrinkage. In so doing, they can gain new labor efficiencies, while at the same time improving customer service – in other words they can manage scheduling and forecasting across all locations as a cohesive whole.

Monet Software’s WFM Live is a fully Web-based workforce management system delivering advanced features and capabilities, including forecasting for accurate scheduling of agents across multiple, geographically-dispersed call centers.

To learn more about the company’s WFM solutions, be sure to check out the company’s recently-redesigned Website. Here visitors can download a Workforce Management Success Kit offering additional tips on how to select a workforce management system.