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
9/2/2015 - In the quest to develop the best call center experience, it's easy to overlook the role of call center scheduling. Yes, you know it needs to be done, but do you incorporate the way you schedule into overall strategy? You may not think it matters much as scheduling is a tactical activity. But in reality, agents have everything to do with your success and scheduling has everything to do with agents.
9/1/2015 - At most contact centers, the process of scheduling is carried out very much as it was 10 or even 20 years ago. Managers generally use spreadsheets and a few key mathematical formulae to determine how many people they need on the phones and when. While this method can give managers some idea of the resources they will need, they're inflexible, hard to check for compliance and generally apply only to phone calls. Some companies do use scheduling software, and while this makes the job somewhat easier, it, too, is often inflexible when it comes to handling multichannel communications. In 2015, the problem can be summed up in two words: social media.
Contact Center Agents Can Be Either Generalists or Specialists, but Workforce Management Must Be Adaptable
8/27/2015 - There are some age-old matters of opinion in the world: toilet paper roll over or under? Beatles or Rolling Stones? Do dogs or cats make better pets? In the contact center world, the age-old question goes something like this: is it better to cross-train agents to handle multiple skills and channels, or use dedicated pools of single-skill agents?
8/27/2015 - Traditionally, there are some workers that need to remain highly scheduled in order to ensure no lapses in coverage or productivity. Store clerks, factory workers and contact center agents stand out particularly, but there are hundreds of others. While office workers are generally able to take a break when they need it, millions of Americans find themselves so locked into a schedule that they must wait to take a restroom break when it's "in the schedule."
8/19/2015 - Time theft is one of those phrases that almost sounds loaded from the get-go. It enrages managers, because it represents a failure of management to keep employees where said employees need to be as well as lost resources. Bringing allegations of time theft to employees offends the basic sense of honor, and can make everyone worse off. But time theft is a point that needs to be addressed to make the business everything it can be.
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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