Call Center Scheduling

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

Call Center Scheduling Solutions Allow for Quick Comparison of ACD Logon, Time Clock Entries
11/4/2009 - What's the best way to ensure agent time is being used efficiently? Simple: You compare ACD logon time to time-clock entries.

Tips for Selecting Call Center Scheduling Software, Part 3
10/26/2009 - The benefits of using call center scheduling software -- also known as workforce management software -- are well-documented. These software solutions, which are increasingly being offered via the software-as-a-service or "cloud"-based model, offer advanced analytics capabilities which help call center managers forecast, with a high degree of accuracy, how many agents will be needed for any given shift.

Tips for Selecting Call Center Scheduling Software, Part 2
10/23/2009 - If you're a small to medium sized business with a call center, there's a fairly good chance you've cut back on your agent staffing in the past year, due to the recession. In the meantime, your call center managers are probably under intense pressure to hold down operating costs, while at the same time maintaining service levels.

Tips for Selecting Call Center Scheduling Software, Part 1
10/12/2009 - Call center scheduling software – also referred to as workforce management software – continues to see strong adoption, despite the economic downturn. In fact, as companies look for new efficiencies in labor, many of them are viewing the investment in these systems as a cost savings measure for the long term.

Free Webinar to Show How Cloud Computing Makes Call Center Scheduling Easier, More Affordable
9/30/2009 - Workforce management software is seeing increasing adoption in the call center, as businesses come to recognize the advantages it has over spreadsheets and other manual systems for scheduling agents.