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
9/27/2016 - In the contact center, meeting efficiency metrics and targets starts with a great schedule, and it's management's duty to put these schedules in place. The best manager in the world, however, can watch the day fall apart when some workers demonstrate that they're simply not capable of managing their time properly and sticking to a schedule. It's a problem familiar to most managers, but in the contact center, where every minute counts, it can often be a catastrophe.
9/26/2016 - For someone who spent their entire career working in a formal office setting, or the ubiquitous "cube farm," a visit to a technology company in Silicon Valley is an eye-opening experience. Most of the office space is dedicated to informal work areas or common areas, and employees roam the premises, inside and outdoors, with laptops, tablets and smartphones. Meetings are held not in a blank rectangular room with a large table, but in lounge areas. The feeling behind these open office environments is that relaxed, and mobile employees are collaborative employees.
9/20/2016 - The activities that need to take place throughout the call center in a given day could easily fill a textbook. The strategy that outlines why the call center exists down to the scheduled individuals needed to meet demand all play into how the center is run. Call center scheduling is often done according to forecasted volumes, but what happens when intraday activities are not meeting projections?
9/19/2016 - Automated workforce management is being adopted by many industries and corporate functions today, from factory labor to sales to mobile workers. While it can help all these functions increase efficiency and reduce costs, it's critical to ensure you're picking a solution that's matched to the workforce it's supposed to serve. In the contact center - one of the many functions that can greatly benefit from automated workforce management - it simply wouldn't make sense to use a solution created for factory workers.
9/15/2016 - One industry that's set the tone with advancements in communications and technology and how staff is managed is the call center. What was typically once a brick and mortar location full of agents on the phones has transformed to a place where workers don't even need to be in the same physical location to get the job done.
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