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
9/29/2015 - It's that most wonderful time of the year again. While it's too early for Christmas carols, customer support departments are feeling the autumn weather, and anticipating the holiday headaches to come. With about eight weeks to go before "Black Friday," or the day after Thanksgiving when most people begin their holiday shopping (as well as its close twin, Cyber Monday), contact centers across North America are already in hiring mode to onboard temporary workers so they can meet customer demands. It's not, and never has been, an easy task.
9/28/2015 - The same is true for a number of consumers and businesses in the market. We've come to expect immediate responses - something texting and social media has taught us. We expect people to be waiting on the other end of the line at all times to respond to what we need, when we need it. Any delay in response affects how we feel about the situation. This emotional response forms the customer experience and you do have the opportunity to impact that experience.
9/23/2015 - In the business world, unless you're part of a virtual emergency problem-solving team (like many IT workers), it's still generally accepted that the work day goes from 8:00 or 9:00 to about 5:00 or 6:00, Monday through Friday. This may work fine for most departments - there are few "emergency accounting problems" that crop up at 8:00 pm or on Sunday - but for the contact center, it gets a bit tricky.
9/22/2015 - A feature-rich portfolio of contact center functionality that becomes someone else's headache when it needs maintenance, added to the ability to "right-size" the application for your specific contact center needs today and tomorrow is the hallmark of a great cloud contact center solution. Most companies will find they're not going to miss paying harried IT workers overtime to deploy and maintain a premise-based solution that has little flexibility for changing operations, but comes with a huge price tag before it can even succeed in promoting customer care.
9/16/2015 - Customers, particularly younger customers, are adopting technology in a way that has outpaced adoption rates of technology in most companies. It's easy to understand why: switching customer support technologies isn't something you can do every six months. It can be expensive and disruptive and prone to cost overages and feature-creep (in which everyone in the organization has a pet feature they want, whether the organization needs it or not).
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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