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
7/22/2014 - There is a host of contact center research that reminds us what customers find most annoying. At the top of the list are rude or unhelpful agents. Following that is the need to repeat themselves over and over again after getting transferred around. Being given incorrect information is also a bit peeve, as is navigating through a frustrating or difficult-to-use interactive voice response (IVR) system.
7/21/2014 - Breaks are critical not only to take the pressure off employees, but also to allow them to communicate with coworkers, sharing knowledge and experiences and building team feelings. This is a critical factor to keep in mind when scheduling employees. While the "nose to the grindstone" model may work in the short term for many contact centers, in the long-run, cultivating a positive company culture through collaboration may go much further.
7/15/2014 - "The ability to forecast schedules is dependent on the ability to forecast call volume," writes Ciarlo. "The challenge here is the number of factors that can impact this statistic, from online marketing to economic conditions to social networking. Analyze call forecasting data to uncover trends and over time these forecasts should zero in more accurately numbers."
7/15/2014 - Call centers put considerable effort into scheduling and take into account many aspects of customer service like zones, peak call periods, workforce efficiency and customer satisfaction. This effort is largely wasted, though, if agents don't adhere to the schedule.
7/9/2014 - It would be nice if we could see into the future when it comes to business. We could know when every sale would come in, when busy times would happen and when things were about to fall flat. We could be prepared for sudden opportunities in advance, and put aside some money for tight times.
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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