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
4/21/2015 - And today, more than ever, customers use those voices to share their experiences with peers, family and friends, which influences potential new customers. Nobody has ever - EVER - raved about an experience with a company that was based on a call center script (except, perhaps, in an angry way). To ensure that the customer experience remains positive and customers can get off the phone with their issue solved as fast as possible, toss out the script and ensure the agents are properly trained, able to answer questions (or find answers for unusual questions) and scheduled properly so that enough customer support personnel are available when the phone rings.
4/20/2015 - In the world of call center scheduling, we tend to focus a considerable amount of time on finding the right candidates, schedule adherence, shift projections and skills-based routing. All of these activities are important, but they pull attention away from the value of onboarding quality employees. If we expect them to perform, we have to give them the tools and training to do so in a short amount of time.
4/14/2015 - When it comes to delivering quality customer service, no one pays more attention to the details than those in call center management. These professionals know the importance of each and every interaction and what the outcome can mean to the bottom line. A failure to implement the right strategy can mean failure in the numbers and more money spent on replacing customers lost through churn. To prevent such an outcome, organizations need to invest in the right training.
4/13/2015 - Ask any contact center agent what stands between them and doing a great job, and you'll probably hear that it's a lack of knowledge and resources required to service customers to a high degree. Agents either lack access to knowledge bases entirely, or they cannot access the information they require quickly during the course of a telephone call. The result is a frustrated customer, a long call and a less-than-fulfilled agent. Training can help ameliorate this knowledge gap, but in a busy contact center, finding time to train agents on an ongoing basis can be very tricky.
4/9/2015 - Today, most organizations have rather one-size-fits-all policies when it comes to managing their workforce. It makes sense: tailoring a management policy to each individual worker would be difficult, costly and cumbersome. But it's worthwhile to remember that some workers are going to be more comfortable with workforce technologies than others. While their level of comfort isn't always predicted by their age, it's often true that younger workers are simply more comfortable with all manner of technology.
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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