Call Center Scheduling Featured Article
The Road to Better Call Center Scheduling is to Understand the Customer
What is the best way to manage call center scheduling? If this is one of your core responsibilities within the customer service division, you may have your own opinion on the answer. I would argue that the best method is to understand what customers expect and plan your operation around these details.
This certainly can be a challenging process. Customers have high expectations when it comes to the standard interaction, and you have a lot of other standards to meet as well. From First Call Resolution to reduced abandoned call rates to shortened wait times to efficient calls, proper call center scheduling can start to get murky if you lose sight of all the details.
As a result, deep visibility is a must, coupled with availability, responsiveness and quality. Access to a workforce optimization tool can help in the process, ensuring you not only have the right tools to forecast accurately, but also clear visibility in the cloud that allows you to make adjustments easily to meet demand.
Monet Software, a call center scheduling and workforce optimization (WFO) solution provider was recently featured in the CIO Review magazine. When speaking on the importance of the quality customer interaction, CEO Chuck Ciarlo shared, “With our set of WFO tools, our customers can optimize agent schedules, identify call issues and establish quality guidelines, use analytics and performance management to get actionable insights and alerts to deliver a consistent customer experience.”
Recently named as one of the 20 most promising contact center technologies, Monet Software’s WFO is designed with the customer experience in mind, providing call center management with the tools and visibility they need to drive excellence in every interaction. It’s more than just call center scheduling – it’s putting the right people in the right position at the right time.
In doing so, the call center is much more likely to be scheduled according to actual call volume. Nothing hurts performance like too many calls coming in and not enough agents to handle the volume. Likewise, your bottom line can’t afford for agents to be sitting idle. The occasional few minutes can allow for valuable training, but too much time spent with nothing to do can lead to boredom and the disinterested agent.
To achieve a level of quality that outpaces the competition, the call center needs a solution that is easy to configure and manage, provides complete visibility, allows for changes on the fly and reduces the overall cost burden of customer care. Monet Software has met this challenge time and again, but don’t just take my word for it. Ask to speak to current customers to get a better understanding of how they were able to improve performance. There’s a reason it’s one of the 20 most promising contact center technologies; now just may be the time to find out why.
Edited by Stefania Viscusi