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
11/26/2013 - Every contact center tracks some kind of metric, measuring performance and matching it up against historical norms. Some contact centers track far more metrics than others, but most of them keep an eye on what used to be considered the most important: average handle time, or AHT.
11/26/2013 - As the year winds down and we begin to anticipate turkey, candles and sleigh bells ringing, it's also time to look ahead to the New Year and examine the trends that it might bring. For 2014, there are several technological and management trends likely to drive the contact center industry forward.
11/22/2013 - As any call center manager knows, monitoring adherence is really just half the battle. Reporting capabilities must be in place to analyze adherence for the entire day, week, month, team or other criteria. If an agent is consistently out-of-adherence, it's important to know why. It's also important to track this information to know whether or not the agent needs additional training, doesn't understand how to adhere to the schedule properly or is simply unable to meet the demands of the job.
11/20/2013 - The mentor-rookie relationship need not be only face-to-face. It can be nurtured via instant messaging or short phone calls. Ciarlo points out that because these meetings are agent-to-agent, without a manager or trainer present, they should be more informal. This informality can actually help boost the value of the relationship.
Speed Training in Separate Time Blocks Can Help Call Center Agents Become Proficient without Harming Schedules
11/15/2013 - Ciarlo's own suggestions include tactics such as keeping a log of performance observations for rookie agents to help better pinpoint where training is required; getting agents onto the phone faster in a hybrid live-call and training environment while a supervisor watches; encouraging self-coaching and agent-to-agent assistance in a kind of mentoring program for new agents. At the same time, of course, contact centers need to ensure they are using call scoring and quality monitoring solutions to boost the speed-training effectiveness and measure its success.
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
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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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