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
6/29/2016 - Beyond keeping track of average handle time, managers using modern workforce management can keep a careful eye on a number of other quality metrics. The real advantage is that they can do it live, as call center operations are unfolding.
6/21/2016 - For this to work with call center scheduling, the culture is such that agents work around the anticipated call times. Sure, they can ask for particular shifts, but their experience and skillset will dictate whether or not they get first crack at these perks. A willingness to pay their dues and step up to the plate when it comes to customer satisfaction will go a long way. Eventually, that habit will produce even better customer satisfaction outcomes and then everyone wins.
6/21/2016 - What agents will value, however, is more potential to excel in their jobs and benefit from their efforts. Employee engagement is much higher among employees who don't feel their jobs are dead ends, but instead learning opportunities and a way to climb the ranks to supervisors and managers, if they excel, or at least to gain experience that can be brought to another job. First, however, they need to be prepared to excel.
6/16/2016 - Until girls catch up in the STEM jobs, there may still be a part for human customer support workers to play alongside chatbots. Some companies are offering human-driven chatbots to better personalize the customer experience. While the chatbot can be responsible for typing scripted language, the human could ensure that the response is adequately warm, human and personalized for the machine.
6/14/2016 - On the call center side, WebRTC has the potential to change more than just the number of channels used in interacting. Call center scheduling will change to reflect those available to take more video calls. It's not uncommon for call centers to schedule according to anticipated call volume and skillsets; video simply introduces another track to pay attention to and schedule accordingly.
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