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
12/16/2014 - The adoption of the self-service channels also means that contact centers need to focus on more complex transactions. These complicated calls should be handled by knowledgeable, well-trained agents if they are to reach successful conclusion. Likewise, those interactions need to be secure and private, something the laws in the U.S. are designed to protect. The increased visibility the brand has into the customer experience is also a perk for keeping the customer service division at home as changes are made more easily.
12/15/2014 - Performance in the contact center is a measure often top of mind for call center management. To get a first-hand look at how one solution is enabling call center management to implement workforce optimization to improve performance, make time for Monet Software's webinar, How to Gain More Insights into the Performance of Your Contact Center.
Frost & Sullivan Study Outlines Potential for New Support Interaction Optimization Solution Category
12/12/2014 - The analytics and performance management integration ensures that agents are following best practices, which can boost the quality of customer support while shaving precious minutes off transactions. This will be particularly important going forward as support transactions become more technologically complex. Imagine a future in which nearly all Americans have a wearable technology device (in the same way nearly all Americans carry smartphones today).
12/8/2014 - Many companies investigate the idea of the home agent model based on costs. Often, they find far more benefits than cost. Dramatic improvements in the customer experience and better call center metrics are often a welcome, if unintended, result.
12/2/2014 - For many contact center organizations, schedules are created once a day - or once a week - and assumed to be adhered to. In reality, these schedules created far in advance of the actual day often bear little resemblance to what the day ultimately looks like. It wouldn't matter even if managers attempted to fix things: intraday management, or real-time adjustments to schedules, are very difficult, if not impossible, to accomplish with more traditional schedule building techniques.
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
12/18/2014 3:26:07 PM
12/18/2014 12:26:03 PM
12/17/2014 9:56:16 AM
12/17/2014 8:56:02 AM
12/16/2014 9:57:08 AM
12/16/2014 8:56:09 AM
12/16/2014 8:26:06 AM
12/11/2014 12:56:18 PM