Call Center Scheduling Featured Article
Cloud-Based Workforce Management Works for Call Center Scheduling
Using a cloud-based solution for call center scheduling has many advantages. Taking that theory a step further and deciding to implement a Monet Software workforce management solution in the cloud for call center scheduling is a win-win situation. Why? The cloud comes ready to use, with no upfront investment and provisioned from a virtualized data center. No matter where the agent is, they can log on and access the system.
These advantages were featured in a recent Monet Software video, highlighted in one of the company’s blogs. One of the perks is that all interface and customer information can be accessed anywhere. At Monet Software, everything is done through a web browser so all the data and applications are stored in servers in a secured data center.
This option makes for great scalability and cost efficiency through a common term, multi-tenant infrastructure. In this case, the vendor has already chosen to have just one database to serve all of its customers. Doing so reduces costs and makes the solution much more affordable. Changes and updates are done more efficiently. When it comes to call center scheduling software, low cost, quick implementation and efficiency are key. The added flexibility and scalability are bonus features.
There are differences in data centers. While some simply host applications, others go much further and delve into delivering application over the Internet, or in the cloud. This ability is commonly referred to as elastic cloud computing. Cloud offers are typically offered on a subscription basis only with no expensive software to purchase. This is very different from traditional workforce management software used in call center scheduling.
With cloud-based solutions for call center scheduling, users more often than not will have immediate access where traditional software can take months to execute. And, because cloud offerings are subscription based, support is included. In terms of scalability, the cloud offers unlimited room for growth. This makes it a perfect match for call center scheduling. Workforce in the cloud is very low risk because of its capability to scale with built-in software.
Monet Software’s particular workforce management software helps leverage elastic computing capabilities of most major cloud vendors. The provider basically writes into the call center scheduling software that there is a need for more software or servers, enabling completion with no interruption for the end user.
This coupled with state-of-the-art security and 24x7 monitoring make it the safest provider. The technology is also able to guard data centers with the best encrypted security, backups and log in features. All of this would be a very costly move for a traditional on-premise system.
Using the cloud for call center scheduling is as simple as using pay-per-view on your cable television. You sign up and go. Once the account is provisioned at the data center, a login code is obtained and then users can access the application through a web browser. The next step is to begin loading data and then configure the system. Some of the data includes user and agent information for call center scheduling, and call history to allow the system to do forecasting and scheduling.
Other options in this platform include prebuilt ACD connects that allow for automatic transfer of any call history or real-time data to the workforce management system. This makes it easier to get the training and coaching included in call center scheduling to create a successful and high-performing environment.
Want to know more? Download the video in full.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Chris DiMarco