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
5/26/2015 - There's nothing quite like the three-day weekend. No matter what you have planned, an extra day to enjoy it and a shorter work week afterwards are something to be savored. At the time of this writing, I am trying to recover from a long weekend of family time. I have five siblings and I live across the state from all of them. If one wants to come to visit, I jump at the chance to have some of my family all to myself.
5/21/2015 - In the days of the traditional call center, agents were scheduled according to need and availability. While forecasts could change, the hours and the demands of the job changed little from day to day. One frustrated customer blended into the next and wins in the way of the satisfied caller added a needed boost. Today, virtual call centers permeate the industry, putting a whole new spin on call center scheduling.
5/20/2015 - To that end, any technology investments have to be in platforms and applications that are easy to use and make sense to the user. If an agent has to use technology just to use technology, it won't be adopted or deliver the benefit you want. If they instead understand why it matters and it blends easily into the workflow, agents - who are more likely to be Gen X and millennials - will make it a part of their routine.
5/18/2015 - It may be time for your contact center to reevaluate your criteria for hiring new agents. What worked 10 or even five years ago may no longer be a benefit to the company.
5/13/2015 - Just as listening is critical, so too is speaking like a human being and not a robot. Agents required to follow strict scripts cannot respond to customers the way they expect: with a customized plan of action designed to solve the customer's issue quickly. Agents constrained by rigid scripts will likely hate their jobs, and employee engagement will be low…leading to poor customer engagement. Consider empowering agents by giving them some autonomy with which to do their jobs.
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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