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
3/24/2015 - For both root causes of disengagement - a lack of work-life balance and improper training - a robust workforce scheduling solution can help. Workforce management and scheduling software can help ensure employees have the right amount of flexibility coupled with the right amount of predictability to keep employees satisfied with their jobs. A good scheduling solution can also help find ways to build time for regular training into the day without negatively affecting operations. The end result is more relaxed employees with better control over their jobs. And this is precisely the right recipe for an engaged workforce.
3/23/2015 - Most customers - if not all - have had at least a few customer support fiascos during their life. They're hard to forget: they involve multiple calls and contacts to a company that can't seem to find any answers, or offers conflicting information. Snippy customer support personnel put the call on hold repeatedly, transfer it multiple times and still can't find an answer. Retailers ship the wrong products, or provide defective products and make it difficult to get a return or resolution.
3/17/2015 - Better scheduling. When it comes to the right agents handling the issues, companies will need to begin amping up their scheduling capabilities to ensure that specialists in subject matter, languages and channels (i.e., not all telephone agents are good in written-word channels, or social media) are available at all times to maximize each customer experience.
3/16/2015 - To prevent these types of violations, the infographic recommends that employees take three essential steps: keep records of time, ask supervisors about overtime pay and speak to a lawyer if denied overtime. On the other end, employers should track employee job requirements, keep detailed records of all employee hours, and pay overtime to avoid wage and hour lawsuits.
3/11/2015 - Today, all but the tiniest contact centers engage in some type of skills-based routing. Whether it's for foreign language abilities, product or service knowledge, to play to a particular agent's strengths (account retention, for example) or any other reason, most call centers understand that the first available agent is not always the best agent to take the call. While skills-based routing helps both customers and the organization, it complicates the scheduling process. Managers, once tasked to ensure that all communications channels were adequately covered, now need to ensure that all skills are sufficiently available on each shift.
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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