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
11/20/2014 - Every contact center has a mix of agents working with customers. A very small handful of agents are superstars. These are the people who can sell easily, build rapport with customers, handle objections and bring angry customers back to the fold. Nothing seems to get them down, and they can pull a good performance out every day. Most companies wish they could clone these people.
11/17/2014 - In the call center space, it's not uncommon for management to focus solely on the performance of the agent base and outcomes from customer feedback surveys. While these are certainly important areas of concern, they shouldn't be the only areas of measurement. Focusing only on metrics and customer satisfaction leaves out one very important element - agent satisfaction. When it's time to work out your call center scheduling, agent happiness needs to be a factor.
11/14/2014 - The holiday season can be one of the most stressful for call center managers. Volume is up from increased customer activity, whether product questions, issues or purchases. Seasonal agents need to quickly ramp-up or they will be a weak link in the call center chain and introduce problems when time is most limited. Most agents also will be looking for vacation time, since nobody wants to be working during the holidays.
11/13/2014 - The challenge for call centers is not just that they will have more to do; customers will expect the same level of care and support they receive any other time of the year. This means your hold times can't get longer, your social media channels have to be just as fluid and your self-service channels can't experience latency. To ensure the best possible experience for all involved, the time to start planning is now.
11/5/2014 - There are three main reasons why having call center scheduling in the cloud is far superior to on-premise solutions: Cost, ease of use, and agility.
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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