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
4/15/2014 - When I took on my first job as a teenager working at the mall, the best source of technology was the register we used to scan items customers purchased. Everything else was done on paper, from checking in inventory to staff scheduling. As I worked my way through to store manager of a different line, technology improved. We received weekly specials through a DOS-based computer and timesheets were entered through the POS system. Still, I scheduled staff with pen and paper.
4/14/2014 - Every company knows, in theory, that properly managing and motivating employees results in maximized productivity and cost savings. While it seems obvious, far too few companies actually engage in the practice. In the contact center in particular, where turnover is high and wasted manpower results in large amounts of wasted money and poor performance results in lost customers, effective performance management is particularly critical.
4/11/2014 - Employee management is one area where many companies have been stumbling lately. While there is no shortage of value in building a strong company culture that supports friendships and socializing outside of work, "open" operations that make employees feel like they are part of a team and that their opinions are valued, and a supportive environment that monitors performance regularly with the goal of helping employees grow, can become liabilities when misfortune strikes.
4/9/2014 - There's a reason companies have often approached the idea of running a contact center with dread. The average contact center is expensive and complex to run, and companies often don't see the kind of immediate and tangible financial results they might hope from such a large organization. Customer goodwill isn't the kind of thing that can be accounted for on a balance sheet.
4/3/2014 - Is your contact center made up of the very best agents? In your dreams, perhaps. While every call center has a couple of ringers managers wish they could clone, the truth is that in order to keep the call center staffed, many contact centers are full of "good enough" agents and even a few "could be a lot better" agents. But what if you could turn the latter two types of agent into the types you wish you could clone?
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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