Call Center Scheduling Feature Article
October 12, 2009
Tips for Selecting Call Center Scheduling Software, Part 1
By Patrick Barnard, Group Managing Editor, TMCnet
In recent years, the call center scheduling software market has seen a flood of new entrants, making it difficult to choose a system that’s right for your company’s needs. So how does one go about selecting a call center scheduling solution? In this multi-part series, we’ll offer some tips to help you navigate the sea of solutions.
Forecasting and Scheduling Capabilities
Call center scheduling is all about efficient use of your workforce to meet or exceed service levels and reduction of costs tied to inefficient use of human resources. It’s done primarily through accurate forecasting and optimization of agent schedules i.e. having enough agents for peak periods and avoiding agents sitting idle by scheduling accordingly. Therefore it is important to select a system that has advanced analytics capabilities and is able to generate accurate forecasts to arrive at more efficient scheduling of agents. To that end, ask if the solution you are investigating offers the following capabilities:
Monet Software’s WFM Live offering is a fully Web-based call center scheduling system delivering advanced features and capabilities, including forecasting for accurate scheduling of agents. To learn more about the company’s call center scheduling solutions, be sure to check out its newly redesigned Web site. Here visitors can access a Workforce Management Success Kit offering additional tips on how to select a call center scheduling system.
Next week, we’ll take a look at some more tips on how to select a call center scheduling system.
Call Center Management Resources
- NEW-4 Tips to Improve Intraday Management in Your Contact Center
- NEW-The Human Services Agency of San Francisco Improves Scheduling and Transparency with Monet Software
- NEW-Cost and Benefit Comparison: Cloud vs. Premise vs. Hosted
- Bayview Loan Servicing Boosts Efficiency of Staffing/Scheduling with Monet Software
- GECU Increases Productivity and Service Levels with Monet Software