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
8/3/2015 - The important point here is that the information needs to be accessible. While of course it will be stored in a large, centralized data pool initially, it's no good to anyone if it stays there, or if it's delivered in a format incomprehensible to anyone but an IT expert.
7/28/2015 - Government agencies set up to assist citizens with programs for their health and better living, are a vital function across many states in the U.S. For those tasked with managing and maintaining the operations, the job can quickly become compounded by a need to deliver quality services while still keeping agents happy.
7/27/2015 - As a small business owner, you have a lot on your plate. You're managing your business' value in the marketplace on a daily basis while at the same time striving to maintain superior customer service and employee satisfaction. There's a lot on your mind and the minds of your employees, too. Some days, it feels like 9 a.m. becomes 5 p.m. in a heartbeat. At times like this, you spend most of your time just trying to keep the ship afloat.
7/24/2015 - Regardless of the industry in which you compete, you have customers that need attention. Maybe you need to launch outbound campaigns to connect with the right individuals at the right time. Maybe you need to answer calls from customers wanting to make a purchase, ask a question or complain about something they don't like. You may be one of the operations that must manage both, which can be a challenge for call center scheduling.
7/20/2015 - In the realm of customer service, it's easy to look at the operations, customers and even staff as all numbers. You anticipate a certain call volume, for which you have to have a certain number of agents available to take their calls. Within the context of each call, there is a certain process that is followed and certain metrics you are trying to achieve. These numbers are all important in call center scheduling, but are they all you need to consider?
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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