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
11/25/2015 - Another important function for a scheduling solution is to help companies maintain schedule adherence even when the unexpected happens. Even the best schedule in the world won't help when the contact center is hit with an influx of unexpected calls, or when agents have to spend more time than expected with a single customer to resolve a complex problem, according to Wise.
11/23/2015 - In case you haven't noticed - it's Thanksgiving week. For some of us, that means a lot of family time and great food. For others, it means the start of the craziest time of the year. If you're responsible for call center scheduling, you already know the hours of operation, the agents coming in at different shifts and the type of volume to expect. If you haven't prepared appropriately, you may notice an impact on agent stress, absenteeism and overall morale.
11/17/2015 - Cloud-based, integrated workforce management and workforce optimization solutions can often provide enormous benefits quickly to the average contact center today. By being able to perform better forecasting and scheduling and use outside workers to help fill in the gaps, contact centers can raise their quality of service, expand their reach and lower their costs all at the same time. They can even pull data from more sources to build a more realistic picture of operations, and use sophisticated reporting and alert capabilities to ensure that issues are resolved before they turn into large problems. Ciarlo calls the advent of cloud contact center solutions a new revolution in the contact center.
11/17/2015 - Like it or not, the holiday season is here. Christmas music is starting to play; decorated trees are going up; special Black Friday and Cyber Monday pricing is trending; and call centers are bracing for an uptick in traffic. The individual responsible for call center scheduling is about to get very busy. Is there a way to make his or her job a little more manageable?
11/10/2015 - Creepy, spooky and frightening are all words we associate with the recently concluded Halloween festival. Even though we made it through the fun and excitement of this year's season, these same words can still easily apply to your call center if you don't have the right tools in place to keep customers happy and agents working efficiently.
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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