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
5/24/2016 - Many traditional contact center practices today were put in place (ostensibly) to build efficiency into the contact center. Most agents are still measured for performance on how many calls they can take during the day, and managers - directed by operations executives - are continually looking for ways to shave precious seconds off each call and keep head count low in order to save on labor.
5/23/2016 - Next, of course, you'll need a call routing solution that's smart enough to take a number of complex factors - such as personality - into consideration. Workforce optimization solutions can help here.
5/18/2016 - Even at companies with a reputation for the best customer service, mistakes happen. A support team is only as strong as its weakest link, and inevitably the day will come when:
5/17/2016 - So what are the cons to telecommuting? Some employers don't like the idea of paying workers they can't see. Though technology allows contact center managers to keep track of workers through performance management and workforce management solutions, and instant communications such as chat, some managers like to be able to see faces. Others believe that it hurts the social workplace when it comes to employee cohesion.
5/13/2016 - When social media first debuted in contact centers, companies handled it by hiring (usually younger) dedicated workers to keep an eye on these channels. In these times of omnichannel customer engagement, however, this isn't always possible. Customers expect the same quality transaction across multiple channels, which means sometimes that agent must "follow" the customer.
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