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
7/27/2016 - Every company seems to have "improve customer service" on their to-do list, yet evidence shows us regularly that only a minority of companies seem to have truly mastered customer support. So why is it such a difficult concept to get right?
7/25/2016 - If offered the opportunity to work in the call center environment, too many in the crowd would consider it menial work, something that was settling instead of career-changing. The reality is the industry has come a long way in terms of technology, innovation and driving revenue and profit for the organization, but the public still perceives it as a role that requires little intellect, skill or experience.
7/19/2016 - In the ongoing effort to build better contact center agents who have more skills (both soft skills and hard skills), experience and enthusiasm for their work, regular one-on-one coaching is critical. Classroom training is important for new agents, but it's generic and can only go so far. Most companies that pursue a policy of employee engagement today recognize that more frequent performance feedback and coaching can boost the agents' morale and personal goal-setting.
7/18/2016 - While "Robocop" and "robo home housekeeper" (courtesy of "The Jetsons") may still be concepts for the distant future, the idea of "robo agents" in customer service may be a more attainable future. Automation is rapidly entering the customer relationship - let's face it, most customer inquiries can be automated with existing technology today - and the "smarter" this automation becomes, the less room it leaves for human agents…or so it seems.
7/13/2016 - By hiring properly, you can minimize gaps in the first place to ensure that all your agents are well-suited to speak to your valuable customers. Technology can help fill those final gaps, and ensure that your hand-picked pool of professional agents is being deployed to the best of their best abilities.
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