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
9/17/2014 - Once upon a time, most of a call center manager's day was spent walking the aisles, listening in on conversations (one side of them, anyway) and doling out advice. On rare occasions, a manager might "plug in" to an agent call and listen to both sides of the conversation. With time at a premium, however, this practice was generally reserved only for training or evaluation sessions.
9/16/2014 - Further, a set of quality management tools like call recording and screen capture mechanisms and a set of analytics tools covering both desktop and speech functions, are offered. This helps address other possible problems in the earliest stages as well as take advantage of previously unforeseen opportunities, the kind that give businesses the extra juice required to reach the next level of operations.
9/12/2014 - These solutions also take into consideration all the skills your agents have to ensure that people with the right abilities are always in place to handle the predicted workload of the contact center. Allowing employees flexibility while scheduling manually for all these skills would induce headaches in even the most skilled call center manager.
9/11/2014 - Vodola told AOL that one of the most important things call center agents must keep in mind in order to empathize with them is that customers are human, not simply a voice on the phone or a customer account number.
9/4/2014 - By using a cloud-based solution, companies can keep upfront costs down and configure the solution to the precise parameters they require. Organizations can also use and administer the solution remotely, and allow remote offices and home-based workers to use the solution. While premise-based workforce management may have been too cost-prohibitive for companies in the past looking to improve efficiency and automate back-office work, the cloud has made it possible for organizations today to extend the same benefits beyond the immediate confines of the contact center.
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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