More from Scheduling Software

In order for call centers to efficiently function on a day to day basis it is vital that they have a systematic scheduling system in place to assure that each agent creates a great customer experience for each customer. Monet Software, a pioneer in scheduling software, has not only created solutions that help organizations solve some of their biggest problems, including meeting service requirements, but has also released an array of helpful tips that can be used in the call center to address these issues.

With scheduling being such a hot topic, other companies like Indosoft (News - Alert) Inc., a provider of contact center solutions, has also begun to expand its services to offer these capabilities with its Q-Suite ACD for Asterisk platform, which will now offer ACD Data Integration to Irene, a workforce optimization and management solution from ISC. From this integration, ACD call and agent data will be available to the WFM so that users can utilize its scheduling features, along with forecasting and assignment.

“Workforce optimization is critical to managing costs. Productivity and call center operational efficiency are vital to the growth and long term viability of contact center operations. Q-Suite provides granular details of the call center activity through its cradle to grave reporting”, said Gabe Bourque, CEO at Indosoft. “As the leading call center software for Asterisk (News - Alert) telephony, Q-Suite provides all the granular ACD call, queue and agent data required for forecasting and scheduling workforce in large call center setups with hundreds of concurrent agents.”

Indosoft workforce management is a key aspect of scheduling for Monet, as it helps manage employees that are working from home, thanks to the creations of VoIP and PBX (News - Alert) phones. For more precise scheduling, managers must monitor all day activities, like breaks, changes in call volume and training sessions so that service levels are maintained consistently. In a similar manner Indosoft’s WFM solutions can use the data it generates from the contact center ACD to forecast and schedule the workforce.

With the heightened sense of importance being placed on call center scheduling, companies of all kinds are creating an array of solutions for this issue. For more information about Monet’s WFM solution, click here.

Edited by Blaise McNamee