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
10/22/2014 - Monet Software understands the demand on call center management to exceed quality expectations while keeping costs low and is fully hosted on Amazon's EC2 platform - making it reliable and secure. It also offers ACD, WFM, forecasting, scheduling, call recording, quality, performance management and analytics together - so users don't have to piece together different solutions from the market and hope they all work. Instead, they get the offering they need already together, via the cloud - which means, faster ROI, easier implementation, and a much shorter learning curve for management teams. Who doesn't like the sound of that?
10/20/2014 - The good news is that since many of today's modern workforce management solutions are delivered via the cloud, the cost and effort of updating the technology won't get out of hand. If a company needs to update its contact center platform to be more omnichannel, it may not have much left in the tech budget to invest in premise-based workforce management.
10/14/2014 - When it comes to shortcuts, they are usually a good thing. A shortcut on our morning commute might cut out five to 10 minutes. A shortcut in cooking a complex recipe might save some work. In a business environment, shortcuts can seemingly save money and time. But it's critical for companies to ask themselves what might suffer if they take the easy way out. Often times, it's customer service, particularly in the contact center.
10/13/2014 - Call center scheduling has never been an easy task, even when the center was small and the hours short. Now that you're paying attention to the skills the agent brings to the table, the complexity of the task increased. It's no longer a matter of who is available at a certain time, but whether or not the right people are available at the right time.
10/9/2014 - Every contact center spends at least part of its time tracking some type of metric. Whether it's a simple approach that measures average handle time (AHT), one of the most commonly tracked metrics, to a complex measurement system that pursues first-call resolution and net promoter scores (what percentage of your customers become brand advocates for you), metrics are bound to be at least part of your operations.
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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