Call Center Scheduling Featured Article
Government Agency Improves Scheduling, Forecasting & Visibility with Monet WFM Live
Government agencies set up to assist citizens with programs for their health and better living, are a vital function across many states in the U.S. For those tasked with managing and maintaining the operations, the job can quickly become compounded by a need to deliver quality services while still keeping agents happy.
When one government agency on the West Coast realized it needed a better handle on scheduling and forecasting for its agency, it turned to Monet Software to fill the need.
The problem specifically was that several various programs were being run by the agency and each one was important for citizens to use on a daily basis. The programs are so grand in fact, that it employs a very large number of supervisors, administrators and staff to keep it running smoothly. Further complicating things was the fact that two of the programs were integrated.
It is an understatement to say scheduling agents was challenging. The agency realized they needed something more robust and sophisticated than a spreadsheet to keep track of the call center groups. Having a better forecasting and scheduling tool would also remove manual process that were time consuming and left the possibility for errors.
With Monet cloud-based WFM Live, the agency is now able to make use of the cloud and achieve more visibility, accuracy and transparency into their agent schedules and overall operations. This has lead to better accounting of resources, planning and response to needs.
The final decision to go with Monet Software’s offering after a decision process evaluating vendors came down to the ability to customize the system and its robust capabilities. Unlike private sector companies, the government vertical includes a number or parts and pieces in play.
Monet WFM Live offers a complete workforce management system in the cloud so users can gain more effective scheduling, forecasting and agent adherence than ever before possible—all without the need to make a large upfront investment or deal with hardware and software implementations and upgrades.
Edited by Dominick Sorrentino