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
2/23/2015 - To truly drive the optimal call center scheduling activity for the week, you must rely on accurate forecasting of the volume of work and the requirements of your staff. Workforce management software can help ease the process and put the tools you need online and at your fingertips, making it much easier to leverage transparency and identify patterns in shifts and daily duties. Outcomes are also improved if you can factor in the preferences and skill sets of your individual agents.
2/19/2015 - Customers actually like answering their own questions quickly on their own time, which is why they respond well to properly crafted self-service options. To implement self-service effectively, companies need to determine why customers call the majority of time.
2/18/2015 - Do you have your own quiet room? When my kids were small, such a concept was foreign to me. There was always a demand or they simply wanted to be near. No room was off limits and even taking a shower was sometimes too much separation for them to bear as there was always a question that needed to be answered immediately.
2/10/2015 - But one of the most critical reporting elements is the service performance report, which can help contact center managers understand how actual performance compared to projections and expectations. It's this report that helps uncover gaps in training, hiring and employee performance. Managers can target poorly performing individuals or teams for better training, or can drill down to root causes of a breakdown in processes, identify it and eliminate it.
2/9/2015 - The latest trend shaking up a number of industries is the use of gamification. Call center scheduling solution provider, Monet Software recently published a blog on the topic, pointing to the importance of turning the workplace into a fun place. For environments where high productivity is a must, introducing fun may be more than just a little challenging.
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
2/26/2015 8:34:44 AM
2/26/2015 6:59:53 AM
2/26/2015 6:29:47 AM
2/25/2015 8:34:43 PM
2/25/2015 10:34:57 AM
2/24/2015 4:35:15 PM
2/24/2015 2:59:23 PM
2/24/2015 11:50:56 AM