Call Center Scheduling Featured Article
Monet Webinar Offers Six Simple Strategies for Improving Schedule Adherence in your Call Center
Call center scheduling is a challenge to even the most seasoned call center managers. The ability to balance personnel with call volume peaks requires not only a deep understanding of your employees and customers, but an adaptable strategy that can account for inefficiency. Workforce management software designed to predict how many people you’ll need on a given day can help, but there can still be unexpected issues with your workforce. So how do you get staff to show up for work on time and stick to their planned break times as well as generally acceptable time on various work tasks?
As a WFM provider, Monet Software’s expertise in the field makes the company uniquely qualified to discuss the tenants of proper call center scheduling. With that in mind the company will be sponsoring a TMCnet webinar on Wednesday May 11, at 2:00pm ET designed to provide guidance for your communication operation.
The webinar will moderated by TMC’s (News - Alert) group managing editor Patrick Barnard and will include input from Penny Reynolds, a founding partner of the Call Center School and Chuck Ciarlo, Monet’s CEO.
Reynolds heads up curriculum development for the call center school where she teaches courses on a wide variety of call center topics. She is also a popular speaker at industry conferences and association meetings and a frequent contributor to industry trade publications. Her articles appear in numerous print and online publications as both a guest contributor and regular columnist.
Ciarlo has been a call center workforce consultation expert for two decades. He is a pioneer in modern workforce optimization solutions for the rapidly changing call center industry. Ciarlo began his Contact Center career in 1978 when he founded U.S. Business Services Inc., a full service Telemarketing company. Monet Software was founded in 2002 and was the first firm to offer advanced workforce optimization solutions to the small and medium contact center industry.
Attendees will be give advice on quantifying the cost and service implications of missing staff, identifying ways to communicate and educate staff on the “power of one” in call center staffing, and describing options for setting adherence performance goals and selling to the staff.
Anyone with a hand in a call center scheduling strategy stands to gain insight with this webinar. Interested parties can register for the show: here.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Janice McDuffee