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
2/4/2016 - If your goal for this year is to reduce headaches, complexity and down-time in the contact center, it should be the year you approach the cloud to begin solving some of your biggest problems. The cloud model can provide contact centers large and small with all the advanced functionality they require, and administration and upkeep of the software becomes the best kind of problem there is: someone else's problem.
2/3/2016 - Let's face it: no one likes a job review. They're awkward, nerve-wracking and generally uncomfortable affairs, largely because they happen only once a year. Because raises and bonuses are often tied to a worker's performance, that once-a-year review - which may be based on your performance on a really bad day you had recently - there is a lot at stake.
1/26/2016 - While they seem funny now, ask any group of people to deal with the weird, the hostile and the plain stupid day in and day out, and there will be repercussions, according to a recent blog post by Monet Software CEO Chuck Ciarlo.
1/25/2016 - Technology, of course, has helped with the forecasting process. Once an onerous job of combing through old call records, we now have software that can examine historical records and provide managers with the information they need. Some solutions even offer analytics that can help improve the forecast by taking into account factors that would be too complex for most call center managers to cope with.
1/20/2016 - The contact center sees some of the highest turnover of any company function. The work is stressful and poorly paid, and employee burnout is common. High turnover, however, is expensive, and companies that can figure out a way to reduce turnover even a little bit will reap the rewards: lower recruiting, hiring and training costs; improved customer relationships and more harmonious work environments for the agents who do stick around.
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-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