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
8/23/2016 - Most companies ask themselves this question regularly: how's our customer experience? There is evidence that too many companies simply can't answer the question. It's not uncommon for organizations to paint an overly rosy picture of the service they offer. The reason for this is that they're simply not asking customers for the right feedback. Of, if they are, they're not paying attention to what customers are telling them.
8/22/2016 - The idea of embracing robots as key contributors to society is something that has fueled the Sci-Fi genre for years. In more than a few movies, it's been the downfall of human civilization, giving rise to the machines and changing the world forever. While we haven't quite reached that pinnacle, we are in a place where robots have replaced human employees, forcing some to wonder if it's just the beginning.
8/15/2016 - The last thing a frustrated or angry customer needs is to encounter long hold times and "your business is valuable to us" messages. If you have good self-service channels in place, assume that every call that comes into the contact center needs to be handled with kid gloves. Your customer may be on his or her last fraying nerve.
8/15/2016 - Call center scheduling solutions provider, Monet Software recently posted a blog on the topic of performance management and the first five steps you need to have in place to be effective. Let's look at a few of these steps as they pertain to performance management and call center scheduling.
8/11/2016 - While a great deal of business today has gone digital, making the assumption that we now live in a digital business world is erroneous. Countless processes are still manual and on paper, and many of these old-fashioned processes run parallel to digital operations, but they never actually meet. For many companies, it feels like they're keeping a dark, shadowy relic alongside their new, shiny digital processes. Because of a lack of integration with the digital world, many business processes need to be duplicated: one on paper with manual tasks, and another in the company's digital realm. It leads to unnecessary work, duplicate efforts, errors and a lack of insight into business processes.
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