Call Center Scheduling Solutions
Call Center scheduling is critical for meeting your service levels while controlling agent costs. 60% to 80% off ongoing call center expenses are related to staffing. Having the optimum number of agents at the right time with the right skills, in the right place is essential to call center success and profitability. Despite this fact, many contact centers still use spreadsheets and other manual tools to manage their agent schedules. These sub-optimal schedules often result in overstaffing, lower agent productivity and higher shrinkage. The resulting costs can add up to $30,000 to $50,000 per year for call centers with as few as 25 agents. Monet Software helps you solve this challenge by automating key tasks that have an immediate impact on your bottom line through more accurate call volume forecasting, staffing calculations and scheduling and daily performance tracking.
Monet WFM Live is an affordable and easy to use call forecasting and employee scheduling solution including ACD integration, real-time adherence and intra-day management. Call centers start improving services levels and reducing center costs within days – all without the upfront expenses and IT requirements of traditional software. Monet WFM Live was especially designed for small and medium sized call centers scheduling to meet their specific needs:
- Fast setup within days, avoiding large implementation projects
- Affordable monthly fees without upfront investment
- Easy to use through 100% web interface
- Quick integration with any ACD or PBX for call history and real time adherence
Call Center Scheduling Feature Articles
7/1/2015 - Customers are demanding today. They like fast service. They like accurate service. They have a wide variety of needs and questions, and they expect contact centers to provide them. Many companies respond by providing contact center workers with access to more and more knowledge bases and applications. Unfortunately, this sometimes has the opposite effect than companies intended. More data doesn't always mean more intelligence.
7/1/2015 - As workforce management solution provider, Monet Software highlighted in a recent blog post, there are benefits to paying attention to these two challenges. When you apply the right resources to keep your good employees and prevent burnout, the result is a better pool of quality agents overall. Everyone on your payroll will benefit from the intentional approach to support, quality interactions and positive feedback. In the end, employees are happy, content to stay put and deliver the quality experience your customers have come to expect.
6/26/2015 - As younger customers - those of the so-called "Millennial Generation" - gain more buying power, the importance of telephone support will decline as they flock to their preferred channels, which are social media and chat. For companies focusing all their scheduling and quality efforts on the telephone, more customers will be lost through the neglected channels.
6/22/2015 - Monet Software now offers integration with Salesforce Service Cloud. CEO Chuck Ciarlo shared the news with TMCnet at Call Center Week in Las Vegas.
6/16/2015 - In the contact center, we do many things that help improve the customer experiencing, making it faster and easier. Whether it's flexible scheduling for agents, skills-based routing, quality monitoring, robust agent training or customer relationship management, everything we do is (or should be) focused on improving the customer journey.
Call Center Workforce Management Made Easy
Cloud base workforce management software for more effective call center scheduling, forecasting and agent adherence
Call Recording and Monitoring Improves Call Center Quality
Get a flexible monitoring platform with comprehensive VOIP call recording capabilities
Quality Assurance, Monitoring and Management for Improved Customer Satisfaction
Monitor customer interactions to consistently deliver great service, improve call center quality and customer satisfaction
Provide Even Better Customer Service
Easily track, analyze and manage agent, group and center performance to optimize customer service
Call Center Scheduling Industry News
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