Call Center Scheduling Feature Article

April 16, 2010

Call Center Scheduling Solutions Provider Monet Software Opens New Sales Office in Philadelphia

By Patrick Barnard, Group Managing Editor, TMCnet

Seeking to bolster its presence in the US, as well as to facilitate future expansion into Europe, call center scheduling solutions provider Monet Software has opened a new sales office in Philadelphia.

The new sales office, located at 1055 Westlakes Drive, Suite 300, Berwyn, Pa., will help Monet Software better meet demand for its cloud-based call center scheduling solution, Monet WFM Live, both here in the US and abroad.

'We are very excited about the tremendous interest in our cloud-based workforce management solution,' said Chuck Ciarlo, CEO of Monet Software, in a release. 'Call center executives choose Monet's cloud-computing-based solution, because they can quickly see the benefits without the large upfront investment for software and hardware.'

Call center scheduling (or workforce management) solutions are seeing strong adoption in call centers all over the world as organizations come to recognize their ability to boost agent productivity, streamline operations and cut call center operating costs. Many organizations are now automating their call center scheduling and forecasting - as well as improving forecasting accuracy - using these powerful software solutions. Many of them are ditching their spreadsheets in favor of these systems because they significantly reduce the amount of time that call center managers spend managing agent schedules - plus they offer improved forecasting capabilities made possible through integration with the call center ACD.

As a result, sales of call center scheduling solutions have never been stronger: A recent report from DMG Consulting reveals that 2009 was one of the strongest growth years ever for call center workforce management solutions, with the number of seats increasing dramatically for the second consecutive year, despite the economic recession.

According to the report, the workforce management software seat count grew by 30.3 percent in 2009 - a huge increase over 2008, when the number grew by 7.4 percent.

DMG predicts that the workforce management market will continue to grow over the next three years -- by 8 percent in 2010 and by 10 percent in both 2011 and 2012.

Companies looking for additional operational efficiencies but still using spreadsheets for call center scheduling should consider cloud-based workforce management, as it provides a low-risk and low-cost solution. By gaining access to real-time performance metrics and having web-based collaboration between supervisors and agents, they can gain increased scheduling flexibility and improve agent motivation.

Call Center Scheduling Featured Articles »