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
4/28/2016 - Schedule flexibility and adherence might seem like opposing concepts, at least with more traditional methods of schedule building. Today's solutions, however, are bolstered by data analytics and robust reporting, which will allow the complicated schedules of the future to be more easily maintained both for the benefits of agents and customers…regardless of which channels they use to communicate.
4/21/2016 - In the average contact center today - with their multiple channels, skills-based routing, remote workers and high turnover (which means lots of training) - schedule adherence is one of the biggest "devils in the details." A tight schedule created well in advance may seem like a great idea, but schedules rely on people to follow them, and people aren't always great at sticking to schedules.
4/20/2016 - For years, call center jobs have been painted in a negative light. Long, stressful hours taking call after call from angry or annoyed people on the other end of the phone for little pay never seemed like something anyone would want to do by choice. Today however, thanks to advancements in call center technologies, automation and tactics to achieve better customer service, this is no longer an accurate depiction of the call center and how it operates.
4/19/2016 - Looking for ways to boost sales is what companies of all sizes do…it's the reason they're in business. Today, however, the methods of increasing sales are different than those in the past. Vehicles such as direct mail, email and cold-calling have been on the decline for years, but many companies continue to put a great deal of effort and money into those marketing media.
4/15/2016 - A lot of contact centers today don't actually consider themselves contact centers. They may be a few people who handle calls part-time, and generally get along with a makeshift collection of communications and knowledge base or sales technologies. They may be using softphones and working remotely, or they may be distributed all over a single building. Whatever the configuration, even the smallest company has a contact center, even if it's only one person.
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