Real-Time Adherence Can Drastically Improve a Call Center's Performance

Since most call center expenses are related to staffing, it is vital that organizations begin to pay more attention when choosing a workforce management (WFM) solution. Forecasting and scheduling not only help improve accuracy of intra-day trends, but they help monitor agent adherence and other metrics in real-time in order to help centers take immediate action.

Monet Software, a provider of call center solutions, has developed a whitepaper titled ‘ Monet WFM - Forecasting, Scheduling and Real-time Adherence,’ in an effort to help organizations understand how they can improve their call centers with a solution like Monet WFM Live

From a call center’s predetermined schedules, Monet’s adherence screens display when agents are available for calls and when they take their breaks. The WFM Live software is able to continuously monitor and record statuses of the workforce, showing which agents are on the phone and which are not in such a quick manner so that action can be taken immediately. With this information at hand, call center supervisors can correctly forecast and create optimized schedules that balance service levels, costs and agent requirements to plan for long-term staffing needs.

Some its key capabilities are:

• Monitor agent status in real-time
• Monitor and analyze key performance indicators and trends to reforecast, reschedule, and adjust staffing levels
• Track and compare forecasted and actual center statistics
• Evaluate adherence and take action to improve performance

WFM Live provides the utmost agent and supervisor communication through Web-enabled, self-service applications. Agents can also become more empowered to be involved in the scheduling process by easily viewing their schedules at any time which helps create:

• More accountability across the whole organization
• Easier and faster management of schedule changes
• Higher flexibility through shift bidding
• Better decisions through comprehensive reports

There are a variety of workforce management solutions that can be utilized by a call center to increase productivity, all of which Monet offers. To learn more about such resources, check out Monet’s WFM Live Suite.

Edited by Jamie Epstein