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
8/28/2014 - Excellent customer service, employee satisfaction, enthusiasm and office organization are all desirable characteristics of a company. To achieve the aforementioned, there must be solid call center management tools. These will help break down KPIs and allow managers to better assess their needs.
8/28/2014 - Irrespective of the size of the contact center, workforce management is a challenge. In addition to making the right technology decision to help manage a workforce, it's also important to understand and address the most basic of workforce issues.
8/21/2014 - When it comes to managing a pool of contact center agents, most organizations today use some tried-and-true methodologies. They build a schedule based on the contact center's forecasting needs and the agents' skills. They spend a little time training and evaluating agents. After that, they generally let them loose and hope for the best.
8/18/2014 - There are many things that annoy us about dealing with customer support departments: poorly designed interactive voice response (IVR) systems that lead us in circles- agents who don't have any answers, rude personnel and the need to keep repeating our details every time the call is transferred. All these things can contribute to a poor customer support experience.
8/12/2014 - When the right agents with the right skills are scheduled at the right time of day, the center is better equipped to handle the anticipated volume of traffic. The center is also better equipped to move those calls more efficiently through the internal process so that agents can handle more calls during a given period of time. As a result, the cost of operating the center goes down and efficiency goes up. The key, of course, is to ensure that customer satisfaction is maintained at the same or an improved level.
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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