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
10/24/2016 - Talk to an experienced call center agent, and he or she will likely have a plethora of stories about managers and their management styles. Chances are good some stories will be recounted with respect, and others will be "nightmare boss" anecdotes. The manager is the point around which the entire contact center pivots, so getting a manager to adapt his or her style to the "tone" of the organization is critical.
10/18/2016 - The standard approach to customer service in the call center has typically been to ensure the agent can satisfy the customer's needs in the least amount of time. While it sounds like efficiency, the same old approach to hitting the numbers may not be enough to keep the customer base happy. In a market where workforce management is a formidable tool, it may just be time for a change.
10/18/2016 - While the focus on quality in recent years has meant that contact centers are urged to pay a little less attention to time and more attention to the customer experience - by, for example, emphasizing first-call resolution rather than average handle time - it's impossible to ignore time. An expertly trained and congenial contact center agent isn't going to please too many customers if he or she leaves them waiting too long, or handles only a few customers a day with the white-glove treatment.
10/12/2016 - The ongoing task for anyone involved in the call center - from the front lines, to management and the back office, is to ensure customer needs are always being met. It's the chief goal no matter what industry or market you're talking about: Keep the customers happy and keep them doing business with you.
10/12/2016 - Complaints are a cost of doing business, and while you will inevitably identify some serial complainers who are truly a thorn in your contact center's side, most people don't revel in complaining. They usually have - or believe they have - a good reason for speaking out. Instead of viewing it as a burden, say customer support experts, turn them into an opportunity for intelligence gathering.
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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Call Center Scheduling Case Studies
- NEW-4 Tips to Improve Intraday Management in Your Contact Center
- NEW-The Human Services Agency of San Francisco Improves Scheduling and Transparency with Monet Software
- NEW-Cost and Benefit Comparison: Cloud vs. Premise vs. Hosted
- Bayview Loan Servicing Boosts Efficiency of Staffing/Scheduling with Monet Software
- GECU Increases Productivity and Service Levels with Monet Software