Call Center Scheduling

Workforce management software is seeing increasing adoption in the call center, as businesses come to recognize the advantages it has over spreadsheets and other manual systems for scheduling agents.

With these powerful software solutions, call center managers can more accurately schedule the correct number of agents based on call volume; improve schedule adherence; reduce shrinkage; increase service levels and boost customer and agent satisfaction. Thus these call center scheduling systems can deliver a fast and measurable return on investment.

Increasingly, workforce management software vendors are offering their solutions over the Internet via the software-as-a-service or “cloud”-based model. This brings even more advantages to companies that make the switch to workforce management, including lower up front cost, faster deployment and improved ease-of-use.

Market research firm DMG Consulting recently released a report predicting that the Web-based call center software market will grow 30 percent in 2009, 35 percent in 2010 and 20 percent in 2011. According to the report, 2008 was actually a good year for vendors offering hosted or Web-based call center solutions – this despite the down economy. The first half of 2009, the firm states, “is proving to be even better.”

The report finds that companies are turning to Web-based call center solutions because they can be deployed quickly and easily and with much lower up-front capital investment. With Web-based call center solutions, companies can avoid the need to purchase expensive hardware, software licenses and network infrastructure – all they need are the computers and a high speed connection. In addition, the software is delivered as a managed service, which means the vendor is responsible for maintaining all equipment, architecture and software – thus reducing the burden on a company’s IT department.

To learn more about the advantages cloud-based workforce management can bring to your call center, be sure to check out the upcoming free webinar, “Cloud Computing for Easier and More Affordable Call Center Scheduling,” presented by Monet Software, from 10 to 11 a.m. PDT (7 to 8 a.m. ET), Thursday, Oct. 22, 2009.

 

Attendees will learn:

 

--What is "cloud computing"-based workforce management?
--How is it different from traditional WFM software?
--How scalable and secure is "cloud"-based WFM?
--How does "cloud”-based WFM work?
--What are the costs of "cloud"-based WFM?

To register for this free webinar, click here.

To find out about more upcoming webinars being presented by Monet Software, click here.