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Tips for Improving Call Center Scheduling
2/9/2012 - While it's common to group all call centers into one category, the reality is that every call center is actually unique. With that unique environment comes the demand for a unique approach to call center scheduling. How do you determine the best approach for your center? Monet Software has a few tips for you to consider.
2/9/2012 - While it's common to group all call centers into one category, the reality is that every call center is actually unique. With that unique environment comes the demand for a unique approach to call center scheduling. How do you determine the best approach for your center? Monet Software has a few tips for you to consider.
Find More Time with Call Center Scheduling
2/3/2012 - Any mention of the call center and we're quick to think of a row of cubicles, complete with headset-wearing individuals repeating the same speech on each call. While such a scenario may be found in one environment, it isn't always the norm. In fact, today's larger call centers are moving towards more diverse and flexible environments, providing deep integration between multiple communication channels and call center scheduling.
2/3/2012 - Any mention of the call center and we're quick to think of a row of cubicles, complete with headset-wearing individuals repeating the same speech on each call. While such a scenario may be found in one environment, it isn't always the norm. In fact, today's larger call centers are moving towards more diverse and flexible environments, providing deep integration between multiple communication channels and call center scheduling.
Call Center Scheduling Tools Prove Effective in Shrinkage Reductions
1/18/2012 - Agents working in the call center have an important role to fill - satisfying managers in terms of performance and creating the high quality customer experience. At times, the two goals are at odds, especially when performance metrics require speedy calls and the customer experience is degraded when speed trumps resolution. While call center scheduling aims to minimize this impact, it may require the call center to take it one step further.
1/18/2012 - Agents working in the call center have an important role to fill - satisfying managers in terms of performance and creating the high quality customer experience. At times, the two goals are at odds, especially when performance metrics require speedy calls and the customer experience is degraded when speed trumps resolution. While call center scheduling aims to minimize this impact, it may require the call center to take it one step further.
Mastering Call Center Scheduling For Optimum Operations
1/13/2012 - If you run or manage a call center, you'll know that there are no shortage of challenges, and these challenges would appear to keep multiplying with each year that passes and each new trend comes along. Yet, at the heart of the call center is one overriding rule: provide the best possible customer service to your customers, while spending the least amount of money.
1/13/2012 - If you run or manage a call center, you'll know that there are no shortage of challenges, and these challenges would appear to keep multiplying with each year that passes and each new trend comes along. Yet, at the heart of the call center is one overriding rule: provide the best possible customer service to your customers, while spending the least amount of money.
Call Center Scheduling New Year's Resolutions
1/10/2012 - For most, the beginning of a New Year is the perfect time to reflect on the accomplishments of the last 12 months and set goals that will define the next 12. This is as true for a call centers as it is for an individual, and as your agents start to filter back in from the holidays it's important to take a look at where you've been and where you want to go. Here are three New Year's resolutions that you can implement in your call center management strategy to increase your effectiveness in 2012.
1/10/2012 - For most, the beginning of a New Year is the perfect time to reflect on the accomplishments of the last 12 months and set goals that will define the next 12. This is as true for a call centers as it is for an individual, and as your agents start to filter back in from the holidays it's important to take a look at where you've been and where you want to go. Here are three New Year's resolutions that you can implement in your call center management strategy to increase your effectiveness in 2012.
Forecasting Simulation a Power Tool in Call Center Scheduling
1/6/2012 - Forecasting - it's one of the most critical and challenging element in call center scheduling. With the use of workforce management tools, call center managers can gather the work history necessary to forecast call volume and agent requirements to match the time frames that must be scheduled in the future.
1/6/2012 - Forecasting - it's one of the most critical and challenging element in call center scheduling. With the use of workforce management tools, call center managers can gather the work history necessary to forecast call volume and agent requirements to match the time frames that must be scheduled in the future.
Call Center Management Can Flourish with Robust Scheduling Tools
12/28/2011 - The scheduling requirements within your call center can determine the level of complexity involved in your overall call center management. With the right tools in place, however, you can easily avoid some of the pitfalls that result in over- or under-staffing within the call center, which can lead to even bigger problems.
12/28/2011 - The scheduling requirements within your call center can determine the level of complexity involved in your overall call center management. With the right tools in place, however, you can easily avoid some of the pitfalls that result in over- or under-staffing within the call center, which can lead to even bigger problems.
Leverage More Value from Your Call Center Scheduling Tools
12/28/2011 - An environment of emotional calls, fluctuating call volumes, varying schedules and time pressure can only describe today's call center. Trying to manage skilled individuals within this type of environment is a challenge without call center scheduling platforms. Putting the right tools in place ensures a smooth operation, and more satisfied customers and employees.
12/28/2011 - An environment of emotional calls, fluctuating call volumes, varying schedules and time pressure can only describe today's call center. Trying to manage skilled individuals within this type of environment is a challenge without call center scheduling platforms. Putting the right tools in place ensures a smooth operation, and more satisfied customers and employees.
The Critical Role of Call Center Scheduling
12/22/2011 - The agent that spends most of his time reading emails, taking breaks and navigating online training tools is hurting your schedule adherence and consequently, your bottom line. With the right call center scheduling tools in place, you can better monitor this individual and keep him on the phones.
12/22/2011 - The agent that spends most of his time reading emails, taking breaks and navigating online training tools is hurting your schedule adherence and consequently, your bottom line. With the right call center scheduling tools in place, you can better monitor this individual and keep him on the phones.
Strategies to Maximize Your Workforce Management Investment
12/15/2011 - Do you struggle in your role as a call center leader to ensure you have the right number of staff with the right skills available at the right times of the day ? Do your agents show up for work on time and adhere to the schedule for breaks, training and other activities? If you're struggling to keep your staff on track, it may be time to take a closer look at workforce management solutions.
12/15/2011 - Do you struggle in your role as a call center leader to ensure you have the right number of staff with the right skills available at the right times of the day ? Do your agents show up for work on time and adhere to the schedule for breaks, training and other activities? If you're struggling to keep your staff on track, it may be time to take a closer look at workforce management solutions.
Minimize Expenses with Call Center Scheduling
12/15/2011 - Are expenses overwhelming your call center? Have you gotten a handle on staffing to minimize those expenses and drive a wider profit margin? If not, it's probably time to take a closer look at call center scheduling solutions to ease your pain and improve the bottom line.
12/15/2011 - Are expenses overwhelming your call center? Have you gotten a handle on staffing to minimize those expenses and drive a wider profit margin? If not, it's probably time to take a closer look at call center scheduling solutions to ease your pain and improve the bottom line.
Planning for Unplannable Contact Center Fluctuations
12/12/2011 - Monet Software has put together another fine blog post on handling fluctuation in call volumes throughout the day -- yes it's still one of the key challenges in managing a call center, as they say.
12/12/2011 - Monet Software has put together another fine blog post on handling fluctuation in call volumes throughout the day -- yes it's still one of the key challenges in managing a call center, as they say.
Cloud-Based Workforce Management Works for Call Center Scheduling
12/1/2011 - Using a cloud-based solution for call center scheduling has many advantages. Taking that theory a step further and deciding to implement a Monet Software workforce management solution in the cloud for call center scheduling is a win-win situation. Why? The cloud comes ready to use, with no upfront investment and provisioned from a virtualized data center. No matter where the agent is, they can log on and access the system.
12/1/2011 - Using a cloud-based solution for call center scheduling has many advantages. Taking that theory a step further and deciding to implement a Monet Software workforce management solution in the cloud for call center scheduling is a win-win situation. Why? The cloud comes ready to use, with no upfront investment and provisioned from a virtualized data center. No matter where the agent is, they can log on and access the system.
Call Center Scheduling to Handle Surprises
11/23/2011 - The dynamics within the call center keep every day more exciting than the last, but you don't want that excitement to stem from poorly planned call center scheduling. When volumes fluctuate throughout the day, you still have to effectively manage the call center. How do you keep scheduling on track while balancing changing challenges?
11/23/2011 - The dynamics within the call center keep every day more exciting than the last, but you don't want that excitement to stem from poorly planned call center scheduling. When volumes fluctuate throughout the day, you still have to effectively manage the call center. How do you keep scheduling on track while balancing changing challenges?
With the Right Workforce Management Solution, Call Center Scheduling is Easy
11/17/2011 - The average call center has a significant list of things to accomplish on any given day. Even with a large and skilled team of agents, the workload can seem overwhelming. With the right call center scheduling in place, however, many of the necessary tasks that must be completed can be scheduled according to availability and call volume, taking the pressure off the agent and his or her supervisor.
11/17/2011 - The average call center has a significant list of things to accomplish on any given day. Even with a large and skilled team of agents, the workload can seem overwhelming. With the right call center scheduling in place, however, many of the necessary tasks that must be completed can be scheduled according to availability and call volume, taking the pressure off the agent and his or her supervisor.
Call Center Scheduling Enables Agent Adherence
11/10/2011 - Call center scheduling for the multi-channel, multi-location environment requires a close examination of various time zones, new communication channels, potential shrinkage and changing agent availability. Without the necessary software tools to automate this process, call center management may have a hard time creating the productive and efficient environment.
11/10/2011 - Call center scheduling for the multi-channel, multi-location environment requires a close examination of various time zones, new communication channels, potential shrinkage and changing agent availability. Without the necessary software tools to automate this process, call center management may have a hard time creating the productive and efficient environment.
Estimating the Costs of Out-of-Adherence in Call Center Scheduling
11/3/2011 - Scheduling is critical to ensure the smooth operation of the call center - but is it really as easy as set the schedule and agents follow it? How do you ensure it meets your needs and the availability of your agents? How do you design a schedule that keeps customers happy? And, perhaps most importantly, how can you be sure your call center scheduling keeps costs at a minimum?
11/3/2011 - Scheduling is critical to ensure the smooth operation of the call center - but is it really as easy as set the schedule and agents follow it? How do you ensure it meets your needs and the availability of your agents? How do you design a schedule that keeps customers happy? And, perhaps most importantly, how can you be sure your call center scheduling keeps costs at a minimum?
Forecasting Simulator Eases Call Center Scheduling Activities
10/19/2011 - One of the most obvious challenges within the call center space is accurately forecasting for anticipated call volumes. In fact, forecasting is considered to be one of the most critical steps in the workforce management process. If you can perfect this process, call center scheduling is a snap.
10/19/2011 - One of the most obvious challenges within the call center space is accurately forecasting for anticipated call volumes. In fact, forecasting is considered to be one of the most critical steps in the workforce management process. If you can perfect this process, call center scheduling is a snap.
Tips for Improving Call Center Scheduling Adherence
10/14/2011 - Is your call center a madhouse of crazed agents who never seem to stay on track with scheduling? Do you find it difficult to schedule every bathroom break, coaching activity and e-mail that will take an agent away from the phones? Have you thought about the potential benefit you could enjoy with the implementation of a call center scheduling solution?
10/14/2011 - Is your call center a madhouse of crazed agents who never seem to stay on track with scheduling? Do you find it difficult to schedule every bathroom break, coaching activity and e-mail that will take an agent away from the phones? Have you thought about the potential benefit you could enjoy with the implementation of a call center scheduling solution?
Help With Employee Motivation -- The Call Center Challenge of Challenges
10/7/2011 - The good people at Monet Software recently put up another most helpful blog post, this time concerning employee motivation.
10/7/2011 - The good people at Monet Software recently put up another most helpful blog post, this time concerning employee motivation.
Fewer Call Center Employees Means More, Not Less Difficult Scheduling
9/30/2011 - If you're like many -- actually, probably most -- small to medium size call centers, you still use spreadsheets to forecast and manage call center schedules and workforce planning. You think hey, this is an okay way to do it, since we have fewer agents. We don't need all that fancy- schmancy software, it's not like we're trying to ride herd on 10,000 agents here.
9/30/2011 - If you're like many -- actually, probably most -- small to medium size call centers, you still use spreadsheets to forecast and manage call center schedules and workforce planning. You think hey, this is an okay way to do it, since we have fewer agents. We don't need all that fancy- schmancy software, it's not like we're trying to ride herd on 10,000 agents here.
Tips for Scheduling your Call Center Staff
9/21/2011 - Managing a call center properly can be tough, and the meshing complexities of staff scheduling and technical understanding can quickly overwhelm professionals new to the space. But fear not! Monet Software, a leading workforce management software provider, has outlined some tips that make scheduling a call center workforce a less daunting task.
9/21/2011 - Managing a call center properly can be tough, and the meshing complexities of staff scheduling and technical understanding can quickly overwhelm professionals new to the space. But fear not! Monet Software, a leading workforce management software provider, has outlined some tips that make scheduling a call center workforce a less daunting task.
Call Center Scheduling Optimized with Flexible Shift Model
9/12/2011 - Imagine an environment of ringing telephones, filling e-mail inboxes, sounding social media alerts, scrolling fax machines and agents scrambling to handle all channels according to performance standards. If it sounds like a chaotic environment that could use a little help, you might be right. This scenario hopefully doesn't describe your call center, but if it does, a little help with your call center scheduling may be a good place to start.
9/12/2011 - Imagine an environment of ringing telephones, filling e-mail inboxes, sounding social media alerts, scrolling fax machines and agents scrambling to handle all channels according to performance standards. If it sounds like a chaotic environment that could use a little help, you might be right. This scenario hopefully doesn't describe your call center, but if it does, a little help with your call center scheduling may be a good place to start.
Adding Channels Increases the Need for Forecasting
9/8/2011 - The channels a contact centers manages have expanded dramatically since the 80's when the telephone was king-adding email, instant messages and SMS along the way. Based on current trends, it's evident that contact centers will be adding another essential channel in the very near future: social media.
9/8/2011 - The channels a contact centers manages have expanded dramatically since the 80's when the telephone was king-adding email, instant messages and SMS along the way. Based on current trends, it's evident that contact centers will be adding another essential channel in the very near future: social media.
Adherence and Call Center Scheduling: Keeping Agents and Customers Happy
8/30/2011 - The management of your call center staff is probably the most critical aspect to a successfully run customer service operation. Managers need to make sure to have enough agents to cover the volume of incoming communications, but when they hire too many they can end up paying agents for idle time. Optimizing schedules to meet the delicate balancing of what's needed for a specific volume requires careful planning on the management end, and it also requires schedule adherence on the agent end.
8/30/2011 - The management of your call center staff is probably the most critical aspect to a successfully run customer service operation. Managers need to make sure to have enough agents to cover the volume of incoming communications, but when they hire too many they can end up paying agents for idle time. Optimizing schedules to meet the delicate balancing of what's needed for a specific volume requires careful planning on the management end, and it also requires schedule adherence on the agent end.
Call Center Scheduling for a Happier Workforce
8/24/2011 - As a call center leader, do you ever feel challenged by the demands put on your team to increase quality of customer service, while also keeping costs in check? This can be a complicated dance when you don't have the right tools in place to achieve your goals.
8/24/2011 - As a call center leader, do you ever feel challenged by the demands put on your team to increase quality of customer service, while also keeping costs in check? This can be a complicated dance when you don't have the right tools in place to achieve your goals.
Agent- Involved Scheduling Promotes a Positive Call Center Culture
8/19/2011 - For most people in management, it's been a long time since they were unable to exert any control whatsoever on the course their workday would take. Sure, there are mandatory meetings and deadlines and the usual obligations that must be fulfilled within an organized calendar on a day to day basis, but there is usually not a "boss" to worry about who dictates the course of events on an hourly basis.
8/19/2011 - For most people in management, it's been a long time since they were unable to exert any control whatsoever on the course their workday would take. Sure, there are mandatory meetings and deadlines and the usual obligations that must be fulfilled within an organized calendar on a day to day basis, but there is usually not a "boss" to worry about who dictates the course of events on an hourly basis.
What Out-of-Adherence Costs Your Call Center
8/11/2011 - In the process of developing your approach to call center scheduling, do you take schedule adherence into account? Believe it or not, if your call center is just a few minutes out of adherence from your schedule, it can cost your center considerable dollars you may not have to spend. Fortunately, educating your call center managers and staff about the importance of schedule adherence can improve overall performance and control costs.
8/11/2011 - In the process of developing your approach to call center scheduling, do you take schedule adherence into account? Believe it or not, if your call center is just a few minutes out of adherence from your schedule, it can cost your center considerable dollars you may not have to spend. Fortunately, educating your call center managers and staff about the importance of schedule adherence can improve overall performance and control costs.
Simulations Are The Key to Accurate Call Center Forecasting
8/5/2011 - If you try to run an efficient, profitable call center, you'll know that forecasting demand is the key to a well run call center. If you aren't meeting the demands on your call center without the correct amount of resources - neither under-staffed, which costs you in customer good will and agent burnout, or over-staffed, which costs you in cash - chances are, you'll find yourself called on the carpet sooner or later.
8/5/2011 - If you try to run an efficient, profitable call center, you'll know that forecasting demand is the key to a well run call center. If you aren't meeting the demands on your call center without the correct amount of resources - neither under-staffed, which costs you in customer good will and agent burnout, or over-staffed, which costs you in cash - chances are, you'll find yourself called on the carpet sooner or later.
Tips to Optimize Call Center Scheduling
7/27/2011 - The constantly changing environment in the call center puts significant demands on those responsible for scheduling according to anticipated call volumes. These individuals not only have to accurately forecast call volumes for a specified period of time; they must also consider the skills and availability of the agent base.
7/27/2011 - The constantly changing environment in the call center puts significant demands on those responsible for scheduling according to anticipated call volumes. These individuals not only have to accurately forecast call volumes for a specified period of time; they must also consider the skills and availability of the agent base.
The Basics of Workforce Management Explained by Monet Software
7/22/2011 - According to a recent post on the Monet Software blog, Workforce management in a call center is "the art and science of having the right number of employees, with the right skills at the right times to meet accurately forecasted volumes of work and to do all that at a predetermined service level and minimized costs."
7/22/2011 - According to a recent post on the Monet Software blog, Workforce management in a call center is "the art and science of having the right number of employees, with the right skills at the right times to meet accurately forecasted volumes of work and to do all that at a predetermined service level and minimized costs."
Call Center Management Can Benefit From Best Practices for Scheduling
7/14/2011 - The call center is nothing if not dynamic and managers in this space are challenged to produce an effective environment in which all agents perform as expected. Achieving all points is easier said than done, however, and call center management must often look to robust tools to assist in the process.
7/14/2011 - The call center is nothing if not dynamic and managers in this space are challenged to produce an effective environment in which all agents perform as expected. Achieving all points is easier said than done, however, and call center management must often look to robust tools to assist in the process.
Call Center Scheduling Benefits from Workforce Management
7/12/2011 - If you've ever been involved with the management of the call center then you understand that scheduling is a critical concern that directly relates to the effectiveness of your operation. In a 2010 survey by DMG, call center managers rated the most mission critical task that they set out to perform daily. The results found that chief among these concerns were the need to schedule phone and non-phone activity, the need to optimize the mix of full-time/part-time/flex workers, strategy to reduce poor agent adherence and the need to schedule multiple channels at once. This list makes it clear; staffing is at the crux of nearly every issue within the call center.
7/12/2011 - If you've ever been involved with the management of the call center then you understand that scheduling is a critical concern that directly relates to the effectiveness of your operation. In a 2010 survey by DMG, call center managers rated the most mission critical task that they set out to perform daily. The results found that chief among these concerns were the need to schedule phone and non-phone activity, the need to optimize the mix of full-time/part-time/flex workers, strategy to reduce poor agent adherence and the need to schedule multiple channels at once. This list makes it clear; staffing is at the crux of nearly every issue within the call center.
What is Effective Call Center Scheduling?
7/5/2011 - For call centers, the single most expensive element of operation is staffing. Making sure your agents are working as efficiently as possible within the schedules you've set for them is essential to the success of your business.
7/5/2011 - For call centers, the single most expensive element of operation is staffing. Making sure your agents are working as efficiently as possible within the schedules you've set for them is essential to the success of your business.
Keating Capital Invests $3 Million in Xtime
6/30/2011 - Keating Capital has invested $3 million in the Series F Preferred Stock round of Xtime, a software as a service provider of Web scheduling and CRM solutions for automotive service departments.
6/30/2011 - Keating Capital has invested $3 million in the Series F Preferred Stock round of Xtime, a software as a service provider of Web scheduling and CRM solutions for automotive service departments.
Customer Experience Management Company TeleTech all in on the Home Agent Model
6/20/2011 - Home agent call centers have proliferated as hosted software and SaaS platforms have developed compliant and reliable solutions. The result has been a gradual acceptance of the home agent as an alternative to the physical customer service office. With the ability to harness a geographically diffuse and demographically varied workforce businesses can now have agents that are not only better trained but more available than in a brick and mortar option. For BPO's like TeleTech, home agents are the future. TMCnet had an opportunity to talk with customer experience management leader TeleTech at this year's Call Center Week in Las Vegas.
6/20/2011 - Home agent call centers have proliferated as hosted software and SaaS platforms have developed compliant and reliable solutions. The result has been a gradual acceptance of the home agent as an alternative to the physical customer service office. With the ability to harness a geographically diffuse and demographically varied workforce businesses can now have agents that are not only better trained but more available than in a brick and mortar option. For BPO's like TeleTech, home agents are the future. TMCnet had an opportunity to talk with customer experience management leader TeleTech at this year's Call Center Week in Las Vegas.
Cloud Computing Delivers Benefit to Call Center Scheduling
6/17/2011 - In the realm of call center scheduling, is there really any correlation between this software platform and the cloud? There is if you want to make the most of your call center operations and reduce your overall cost of doing business.
6/17/2011 - In the realm of call center scheduling, is there really any correlation between this software platform and the cloud? There is if you want to make the most of your call center operations and reduce your overall cost of doing business.
Two Suggestions To Reduce Call Center Shrinkage
6/9/2011 - If it's true, as call center vendor Monet Software officials say, that many companies underestimate the sheer volume of shrinkage, are there any good ways to reduce shrinkage?
6/9/2011 - If it's true, as call center vendor Monet Software officials say, that many companies underestimate the sheer volume of shrinkage, are there any good ways to reduce shrinkage?
Call Center Scheduling Software Makes Sense for the Small Center
6/7/2011 - Determining the right schedule for the call center is a challenge for even the most experienced call center manager. This individual not only has to accurately forecast for future volume, he or she must align that forecast with available individuals with the right skill sets. To say there are a lot of variables to manage is an understatement.
6/7/2011 - Determining the right schedule for the call center is a challenge for even the most experienced call center manager. This individual not only has to accurately forecast for future volume, he or she must align that forecast with available individuals with the right skill sets. To say there are a lot of variables to manage is an understatement.
Schedule Adherence is Critical to Effective Call Center Scheduling
6/2/2011 - What is the most effective way to conduct call center scheduling? If you believe this is a loaded question, you're right. There are a number of different elements that have to be considered before you can effectively put together a call center schedule that will work according to the availability of your agents and your accurate forecast. Of course, the more challenging tasks is getting your agents to adhere to the schedule once it has been created.
6/2/2011 - What is the most effective way to conduct call center scheduling? If you believe this is a loaded question, you're right. There are a number of different elements that have to be considered before you can effectively put together a call center schedule that will work according to the availability of your agents and your accurate forecast. Of course, the more challenging tasks is getting your agents to adhere to the schedule once it has been created.
Tackling the Challenges of Call Center Scheduling
6/2/2011 - Scheduling for the call center can be a challenging task. You not only need to know what agents you have available for specific times, you also have to know what volume of calls to expect at any given time of time. This requires that you conduct accurate forecasting before you complete your call center scheduling.
6/2/2011 - Scheduling for the call center can be a challenging task. You not only need to know what agents you have available for specific times, you also have to know what volume of calls to expect at any given time of time. This requires that you conduct accurate forecasting before you complete your call center scheduling.
Call Center Scheduling on a Budget Does Not Have to be Small
5/25/2011 - Call center scheduling - it is one of those necessary evils that not every call center manager jumps at the chance to perform. Regardless of their view of the activity, however, it still has to happen and it has to be optimized to ensure the best performance for the center. This means understanding the availability of all agents, forecasted volumes for a set amount of time and payroll budgets to support the scheduling efforts.
5/25/2011 - Call center scheduling - it is one of those necessary evils that not every call center manager jumps at the chance to perform. Regardless of their view of the activity, however, it still has to happen and it has to be optimized to ensure the best performance for the center. This means understanding the availability of all agents, forecasted volumes for a set amount of time and payroll budgets to support the scheduling efforts.
Webinar Addresses Issues of Schedule Adherence in Call Centers
5/17/2011 - A recent webinar title "Six Simple Strategies for Improving Schedule Adherence in your Call Center" was offered by Monet Software, dealing with the thorny issue of ensuring there is the right number of staff with the right skills in their seats at the right times of the day.
5/17/2011 - A recent webinar title "Six Simple Strategies for Improving Schedule Adherence in your Call Center" was offered by Monet Software, dealing with the thorny issue of ensuring there is the right number of staff with the right skills in their seats at the right times of the day.
Free Webinar Offers Strategies for Improving Schedule Adherence in the Call Center
5/16/2011 - Now that call centers everywhere have cut staffing to the bone, due to the current economic conditions, call center managers are under even more pressure to ensure agent time is being used efficiently.
5/16/2011 - Now that call centers everywhere have cut staffing to the bone, due to the current economic conditions, call center managers are under even more pressure to ensure agent time is being used efficiently.
Contact Center Workforce Management Goes Mobile
5/11/2011 - No matter what line of work a business is in, managing workforce scheduling needs to be a priority in order to keep productivity, profits and customer satisfaction high. Nowhere is this truer than in the contact center environment. And while schedule management is a high priority for contact centers 365 days a year, summer vacation season, which is fast approaching, can make scheduling even more of an issue than usual.
5/11/2011 - No matter what line of work a business is in, managing workforce scheduling needs to be a priority in order to keep productivity, profits and customer satisfaction high. Nowhere is this truer than in the contact center environment. And while schedule management is a high priority for contact centers 365 days a year, summer vacation season, which is fast approaching, can make scheduling even more of an issue than usual.
Upcoming Webinar Offering Simple Strategies for Call Center Schedule Adherence
5/3/2011 - An upcoming Webinar, titled "Six Simple Strategies for Improving Schedule Adherence in your Call Center," will be offered in conjunction with Monet Software on Wednesday, May 11, at 2:00 in the afternoon on the East Coast, and 11 in the morning out on the West Coast.
5/3/2011 - An upcoming Webinar, titled "Six Simple Strategies for Improving Schedule Adherence in your Call Center," will be offered in conjunction with Monet Software on Wednesday, May 11, at 2:00 in the afternoon on the East Coast, and 11 in the morning out on the West Coast.
For Effective Call Center Scheduling - Throw Out the Spreadsheets
4/28/2011 - The spreadsheet is a powerful tool, but will it provide everything you need to keep track of activities in your call center? Even if you opt for call center scheduling spreadsheets that are often available for free, do you simply get what you pay for?
4/28/2011 - The spreadsheet is a powerful tool, but will it provide everything you need to keep track of activities in your call center? Even if you opt for call center scheduling spreadsheets that are often available for free, do you simply get what you pay for?
Call Center Scheduling Success Depends on Adherence - Free Webinar
4/18/2011 - Ask a call center manager to name their biggest challenge in the workweek and they just might point to call center scheduling. This is a significant reference given the number of different elements the call center manager must juggle to deliver on expected performance levels. This recent Monet Software blog focused on call center scheduling and how learning proven practices can help the call center to deliver greater value overall.
4/18/2011 - Ask a call center manager to name their biggest challenge in the workweek and they just might point to call center scheduling. This is a significant reference given the number of different elements the call center manager must juggle to deliver on expected performance levels. This recent Monet Software blog focused on call center scheduling and how learning proven practices can help the call center to deliver greater value overall.
Monet Webinar Offers Six Simple Strategies for Improving Schedule Adherence in your Call Center
4/13/2011 - Call center scheduling is a challenge to even the most seasoned call center managers. The ability to balance personnel with call volume peaks requires not only a deep understanding of your employees and customers, but an adaptable strategy that can account for inefficiency. Workforce management software designed to predict how many people you'll need on a given day can help, but there can still be unexpected issues with your workforce. So how do you get staff to show up for work on time and stick to their planned break times as well as generally acceptable time on various work tasks?
4/13/2011 - Call center scheduling is a challenge to even the most seasoned call center managers. The ability to balance personnel with call volume peaks requires not only a deep understanding of your employees and customers, but an adaptable strategy that can account for inefficiency. Workforce management software designed to predict how many people you'll need on a given day can help, but there can still be unexpected issues with your workforce. So how do you get staff to show up for work on time and stick to their planned break times as well as generally acceptable time on various work tasks?
Reducing Shrinkage in Call Center Scheduling Leads to Dollars Saved
4/8/2011 - Call center scheduling, it is a task that even the most talented of call center managers could easily despise. The challenges that accompany this important task include forecasting for proper call volumes, anticipating absences, training sessions off-site, coaching session on-site, skill-sets of agents, requested time off and so much more. If the call center is trying to manage and schedule for more than 25 agents, doing so on a spreadsheet could turn into a nightmare.
4/8/2011 - Call center scheduling, it is a task that even the most talented of call center managers could easily despise. The challenges that accompany this important task include forecasting for proper call volumes, anticipating absences, training sessions off-site, coaching session on-site, skill-sets of agents, requested time off and so much more. If the call center is trying to manage and schedule for more than 25 agents, doing so on a spreadsheet could turn into a nightmare.
Call Center Scheduling Done Right Promotes Adherence Among Agents
4/1/2011 - Call center managers have a lot to juggle in their efforts to effectively manage a diverse workforce, address all customer issues, ensure performance according to expectations, and keep all operations within specific budgets. Such challenges often require tools to overcome them and many call centers will turn to Monet Software to find the solutions they need to improve overall performance.
4/1/2011 - Call center managers have a lot to juggle in their efforts to effectively manage a diverse workforce, address all customer issues, ensure performance according to expectations, and keep all operations within specific budgets. Such challenges often require tools to overcome them and many call centers will turn to Monet Software to find the solutions they need to improve overall performance.
Monet Webinar Addresses Best Practices in Call Center Scheduling
3/23/2011 - Scheduling in the call center space is of the utmost importance in fine tuning how effectively your staff is operating. Shrinkage, poor adherence and unexpected call volume spikes can quickly overtake the best staff if it's unprepared. If a company maintains up- to- date information on call volume and a fluid schedule that can account for these challenges, it will be able to offer the best in customer service amongst multiple channels.
3/23/2011 - Scheduling in the call center space is of the utmost importance in fine tuning how effectively your staff is operating. Shrinkage, poor adherence and unexpected call volume spikes can quickly overtake the best staff if it's unprepared. If a company maintains up- to- date information on call volume and a fluid schedule that can account for these challenges, it will be able to offer the best in customer service amongst multiple channels.
Call Center Scheduling: An Important Tool to Reduce Shrinkage
3/15/2011 - Call center scheduling - a significant challenge in an increasingly challenging field. Call center managers on a monthly, weekly and even daily basis have to ensure the call center is adequately staffed to meet the volume needs of the center. This can be a difficult challenge when call volumes can vary, call center agent schedules can change and campaigns may or may not be ready to launch.
3/15/2011 - Call center scheduling - a significant challenge in an increasingly challenging field. Call center managers on a monthly, weekly and even daily basis have to ensure the call center is adequately staffed to meet the volume needs of the center. This can be a difficult challenge when call volumes can vary, call center agent schedules can change and campaigns may or may not be ready to launch.
Monet Software Offers Tips for Call Center Scheduling
3/14/2011 - Call center scheduling - it is perhaps one of the most stressful of all the call center manager's tasks, and yet it is also one of the most important. Once an accurate forecast has been determined, the call center manager then has to select the right candidates for the right shifts according to their availability, skill level and knowledge. It can be a complicated dance to determine the best scheduling arrangement to deliver the most value for the call center.
3/14/2011 - Call center scheduling - it is perhaps one of the most stressful of all the call center manager's tasks, and yet it is also one of the most important. Once an accurate forecast has been determined, the call center manager then has to select the right candidates for the right shifts according to their availability, skill level and knowledge. It can be a complicated dance to determine the best scheduling arrangement to deliver the most value for the call center.
Call Center Scheduling Benefits from Flexible Shift Model
3/3/2011 - In the process of trying to effectively manage the call center, perhaps one of the most challenging of all the tasks assigned to the manager is that of call center scheduling. Not only does this individual need to properly forecast anticipated volume, he or she must also determine which agents are available for particular shifts, how their skills fill these voids and how best to account for both planned and unplanned absenteeism.
3/3/2011 - In the process of trying to effectively manage the call center, perhaps one of the most challenging of all the tasks assigned to the manager is that of call center scheduling. Not only does this individual need to properly forecast anticipated volume, he or she must also determine which agents are available for particular shifts, how their skills fill these voids and how best to account for both planned and unplanned absenteeism.
Tips and Tricks to Optimized Call Center Scheduling
2/24/2011 - Call center scheduling could easily be described as one of the most challenging aspects of running a successful call center. Call center managers have to be sure they not only schedule according to forecasted call volumes, but also according to agent availability and skill set. When time off requests, training and other scheduled events must also be accounted for, call center leaders truly juggle a variety of scheduling pressures to get it right the first time.
2/24/2011 - Call center scheduling could easily be described as one of the most challenging aspects of running a successful call center. Call center managers have to be sure they not only schedule according to forecasted call volumes, but also according to agent availability and skill set. When time off requests, training and other scheduled events must also be accounted for, call center leaders truly juggle a variety of scheduling pressures to get it right the first time.
Comparing Cloud vs. Installed for Workforce Management Software
2/17/2011 - If you were looking for a good rough 'n' ready side by side comparison of workforce management software compared in its cloud and on-premise, installed varieties, well, this is your lucky day, pilgrim. Monet Software's got one right here, excerpts follow comparing how "the different models would impact the cost, implementation, usage and success of the Workforce Management in your organization."
2/17/2011 - If you were looking for a good rough 'n' ready side by side comparison of workforce management software compared in its cloud and on-premise, installed varieties, well, this is your lucky day, pilgrim. Monet Software's got one right here, excerpts follow comparing how "the different models would impact the cost, implementation, usage and success of the Workforce Management in your organization."
Tips for More Effective Call Center Scheduling
2/10/2011 - Thank the good folks over at Monet Software for their article summarizing "7 Tips for More Effective Call Center Scheduling." Excerpts here:
2/10/2011 - Thank the good folks over at Monet Software for their article summarizing "7 Tips for More Effective Call Center Scheduling." Excerpts here:
Four Questions to Ask Hosted Call Center Workforce Management Products
2/3/2011 - According to officials of Monet Software, as a small or medium-sized call center "you might think you can get by with scheduling and managing your staff using spreadsheets. Maybe you have avoided workforce management software because of the large upfront investment that is associated with traditional premised based WFM software vendors." Yep, that'd be a good reason to avoid them.
2/3/2011 - According to officials of Monet Software, as a small or medium-sized call center "you might think you can get by with scheduling and managing your staff using spreadsheets. Maybe you have avoided workforce management software because of the large upfront investment that is associated with traditional premised based WFM software vendors." Yep, that'd be a good reason to avoid them.
Proper Call Center Scheduling Relies on Accurate Forecasting
1/28/2011 - How important is call center scheduling in the overall performance of the center itself? In truth, this element is crucial, and yet it is increasingly difficult to achieve accurate forecasts to be able to schedule according to actual need. This latest Monet Software blog examined a recent survey by DMG Consulting and the challenges facing call centers today.
1/28/2011 - How important is call center scheduling in the overall performance of the center itself? In truth, this element is crucial, and yet it is increasingly difficult to achieve accurate forecasts to be able to schedule according to actual need. This latest Monet Software blog examined a recent survey by DMG Consulting and the challenges facing call centers today.
Flexibility Equals Strength in a Call Center Schedule
1/19/2011 - Last week we discussed the need for real-time adherence monitoring within a call center schedule process. Proper usage thereof can translate into a better understanding of your needs and customer service. The use of adherence monitoring can also let call centers be more flexible when dealing with staffing gaps, but even more useful to these scenarios is the utilization of a flex workforce whose specific job is to cover the shifts others will be missing.
1/19/2011 - Last week we discussed the need for real-time adherence monitoring within a call center schedule process. Proper usage thereof can translate into a better understanding of your needs and customer service. The use of adherence monitoring can also let call centers be more flexible when dealing with staffing gaps, but even more useful to these scenarios is the utilization of a flex workforce whose specific job is to cover the shifts others will be missing.
Real Time Adherence Monitoring Boosts Service and Saves Money
1/14/2011 - Adherence is the single biggest challenge in call center scheduling. Since staffing makes up the bulk of a call center budget holding your employees accountable for their adherence can go a logway in saving money and increasing productivity. But before call center managers can hold their workforce accountable for adherence they need to be monitoring it.
1/14/2011 - Adherence is the single biggest challenge in call center scheduling. Since staffing makes up the bulk of a call center budget holding your employees accountable for their adherence can go a logway in saving money and increasing productivity. But before call center managers can hold their workforce accountable for adherence they need to be monitoring it.
Keep Your Call Center Scheduling Flexible to Combat Unexpected Conflicts
1/5/2011 - As we've reiterated in this space many times before successful forecasting is absolutely paramount to achieving maximum efficiency in the call center space. Too few people on hand when phones start ringing off the hook means money lost on abandonment, too many people on hand when the phones are slow means lost money from shrinkage.
1/5/2011 - As we've reiterated in this space many times before successful forecasting is absolutely paramount to achieving maximum efficiency in the call center space. Too few people on hand when phones start ringing off the hook means money lost on abandonment, too many people on hand when the phones are slow means lost money from shrinkage.
Employ Successful Forecasting for More Efficient Call Center Scheduling
12/29/2010 - In terms of call center scheduling, determining what to expect on any given day can be make or break for your business. While there are ways to determine fluctuations by season and month, day to day changes in call volume are much more difficult to predict. Making sure that you are appropriately staffed is essential regardless of the expected call volume, and will workforce management software can assist in this regards there are still elements call center managers need to watch to remain as efficient as possible
12/29/2010 - In terms of call center scheduling, determining what to expect on any given day can be make or break for your business. While there are ways to determine fluctuations by season and month, day to day changes in call volume are much more difficult to predict. Making sure that you are appropriately staffed is essential regardless of the expected call volume, and will workforce management software can assist in this regards there are still elements call center managers need to watch to remain as efficient as possible
Tips on How to Forecast and Schedule Contact Channel Responses
12/23/2010 - With more electronic media such as e-mail, chat, Twitter and others are used in customer communication in addition to calls, according to officials of Monet Software, "the question of forecasting and scheduling resources for those channels becomes more important."
12/23/2010 - With more electronic media such as e-mail, chat, Twitter and others are used in customer communication in addition to calls, according to officials of Monet Software, "the question of forecasting and scheduling resources for those channels becomes more important."
Scheduling Calls in a Contact Center
12/17/2010 - Officials at MonetSoftware offer advice on how you should be scheduling your calls.
12/17/2010 - Officials at MonetSoftware offer advice on how you should be scheduling your calls.
Accellos Unveils V2.0 for Call Center Scheduling
12/9/2010 - Accellos, a provider of supply chain execution software solutions, unveiled the latest version of its Accellos One Schedule dock door scheduling system. As stated, the new Accellos One Schedule 2.0 adds support for Microsoft Outlook style functionality including recurring appointments, reservations, "drag and drop" scheduling and adjustments, and user-definable appointment "lifecycle."
12/9/2010 - Accellos, a provider of supply chain execution software solutions, unveiled the latest version of its Accellos One Schedule dock door scheduling system. As stated, the new Accellos One Schedule 2.0 adds support for Microsoft Outlook style functionality including recurring appointments, reservations, "drag and drop" scheduling and adjustments, and user-definable appointment "lifecycle."
Automate Your Call Center to Simplify Holiday Staffing
12/3/2010 - Holiday scheduling can be tricky and leave centers under- or overstaffed. For centers without an automated solution, last-minute staffing problems require supervisors to manually create, print and distribute new intra-day schedules, and talk to agents individually to solicit overtime hours. This is an inefficient method and causes delays that can leave centers temporarily understaffed and negatively affect daily service levels.
12/3/2010 - Holiday scheduling can be tricky and leave centers under- or overstaffed. For centers without an automated solution, last-minute staffing problems require supervisors to manually create, print and distribute new intra-day schedules, and talk to agents individually to solicit overtime hours. This is an inefficient method and causes delays that can leave centers temporarily understaffed and negatively affect daily service levels.
Workforce Management Solutions Applicable Across the Board, With a Few Changes
12/2/2010 - In the area of workforce management solutions, there are a full range of options on the market. Many of these options promise to deliver the best quality, but how do you truly extract the optimal performance from your solution? The first step is to understand what you need and then select and implement accordingly.
12/2/2010 - In the area of workforce management solutions, there are a full range of options on the market. Many of these options promise to deliver the best quality, but how do you truly extract the optimal performance from your solution? The first step is to understand what you need and then select and implement accordingly.
TOA Technologies Unveils New Version of Mobile Workforce Management Solution
11/23/2010 - TOA Technologies, the cloud-based provider of predictive mobile workforce management and pro-active customer communication software solutions, released the latest version of its browser-based mobile workforce management solution, ETAdirect 4.0. The company's ETAdirect mobile workforce management solution combines a full suite of integrated field service and appointment tools in one Web-based application. It focuses on delivering a unified and enhanced customer experience via intelligent, automated and predictive customer communications.
11/23/2010 - TOA Technologies, the cloud-based provider of predictive mobile workforce management and pro-active customer communication software solutions, released the latest version of its browser-based mobile workforce management solution, ETAdirect 4.0. The company's ETAdirect mobile workforce management solution combines a full suite of integrated field service and appointment tools in one Web-based application. It focuses on delivering a unified and enhanced customer experience via intelligent, automated and predictive customer communications.
Flexible Call Center Scheduling Helps Agents and Boosts Productivity
11/19/2010 - Flexibility in call center scheduling eases the pressure on management and workforce and allows employ effectiveness to be maximized. In these difficult times making sure your customer services reps are happy will go far in keeping them engaged on the task at hand which will ultimately translate to better support for your customer. Keeping the schedule flexible will allow agents to take time when they need it and will prepare managers for the inevitable absences and late-calls from employees.
11/19/2010 - Flexibility in call center scheduling eases the pressure on management and workforce and allows employ effectiveness to be maximized. In these difficult times making sure your customer services reps are happy will go far in keeping them engaged on the task at hand which will ultimately translate to better support for your customer. Keeping the schedule flexible will allow agents to take time when they need it and will prepare managers for the inevitable absences and late-calls from employees.
Call Center Scheduling in the Cloud adds Communication and Collaboration to Your Team
11/11/2010 - Call center scheduling and workforce management solutions have come a long way since the days of the excel spreadsheets, and the options available to customers both small and large can be mind boggling. Regardless of what a person needs the reality is if you're not managing your workers effectively then you're losing both time and money in the process.
11/11/2010 - Call center scheduling and workforce management solutions have come a long way since the days of the excel spreadsheets, and the options available to customers both small and large can be mind boggling. Regardless of what a person needs the reality is if you're not managing your workers effectively then you're losing both time and money in the process.
Enforcing Adherence with Call Center Schedule Monitoring
11/5/2010 - Adherence to a call center schedule is one of the biggest challenges for a call center manager to deal with. One can have the finest call center in the world but if they're unable to get agents to come in on time then it's all for naught. In a recent survey and study by ICMI one of the top challenges mentioned by call center managers was "consistent adherence to schedule". In another study by DMG, over 30 percent of call center managers indicated that agent adherence is a key challenge.
11/5/2010 - Adherence to a call center schedule is one of the biggest challenges for a call center manager to deal with. One can have the finest call center in the world but if they're unable to get agents to come in on time then it's all for naught. In a recent survey and study by ICMI one of the top challenges mentioned by call center managers was "consistent adherence to schedule". In another study by DMG, over 30 percent of call center managers indicated that agent adherence is a key challenge.
Call Center Scheduling Tips Anyone can use
10/22/2010 - Call center scheduling is a lot easier with a powerful suite of workforce management software like that offered by Monet. But even with the utilities it provides there are some basic principles that call center managers should take into consideration when optimizing there staff. EHow offers some great tips to keep a call center in tip top shape
10/22/2010 - Call center scheduling is a lot easier with a powerful suite of workforce management software like that offered by Monet. But even with the utilities it provides there are some basic principles that call center managers should take into consideration when optimizing there staff. EHow offers some great tips to keep a call center in tip top shape
SaaS Market Share Growing, Good News for Call Center Scheduling
10/21/2010 - Workforce management programs are designed to make scheduling for call centers easier and provide the right amount of skilled agents when needed. A large portion of this comes from the software's ability to accurately forecast the level of staffing that will be needed on any given day. With Monet's innovative cloud based solutions a call centers can maintain the most current version of the program without having to patch or maintain system themselves. This ensures that the forecasting in Monet's WFM suite will always have most recent technology when determining a schedule.
10/21/2010 - Workforce management programs are designed to make scheduling for call centers easier and provide the right amount of skilled agents when needed. A large portion of this comes from the software's ability to accurately forecast the level of staffing that will be needed on any given day. With Monet's innovative cloud based solutions a call centers can maintain the most current version of the program without having to patch or maintain system themselves. This ensures that the forecasting in Monet's WFM suite will always have most recent technology when determining a schedule.
Shrink Shrinkage with Better Call Center Scheduling
10/15/2010 - Shrinkage is the term used to describe the amount of time a call center agent is not on the phones. Many companies underestimate the sheer volume of shrinkage that there force may be subject to. However, improper call center scheduling and workforce management can leach thousands from a company in a year. In a 30 agent call center 20 minutes of down time per agent equates to 10 hours per day in shrinkage. If the agents are getting $12 per hour plus benefits, equaling $15 per hour, you would be losing $150 per day, $750 a week or $39,000 per year. That's a lot more than most companies can afford in the current economic climate.
10/15/2010 - Shrinkage is the term used to describe the amount of time a call center agent is not on the phones. Many companies underestimate the sheer volume of shrinkage that there force may be subject to. However, improper call center scheduling and workforce management can leach thousands from a company in a year. In a 30 agent call center 20 minutes of down time per agent equates to 10 hours per day in shrinkage. If the agents are getting $12 per hour plus benefits, equaling $15 per hour, you would be losing $150 per day, $750 a week or $39,000 per year. That's a lot more than most companies can afford in the current economic climate.
eMediaschedule.com Provides Online Agenda for Idaho Hospital
10/1/2010 - The South Central Public Health District of Twin Falls, ID has chosen eMediashcedule.com to provide online scheduling technology for its patients. This service will allow them to reserve blocks of time with the doctors they'd like to visit.
10/1/2010 - The South Central Public Health District of Twin Falls, ID has chosen eMediashcedule.com to provide online scheduling technology for its patients. This service will allow them to reserve blocks of time with the doctors they'd like to visit.
New Zealand Contact Centers See Better-Than-Expected Growth
10/1/2010 - In a climate of depressing reports of growth, revenue and sales, here is some cautious good news for the New Zealand contact center industry: according to a new study, callcentres.net 2010 New Zealand Contact Centre Industry Benchmarking Report, the country's contact center industry recorded four percent growth in 2010, translating to a rise in contact center seats from 28,730 to 29,000.
10/1/2010 - In a climate of depressing reports of growth, revenue and sales, here is some cautious good news for the New Zealand contact center industry: according to a new study, callcentres.net 2010 New Zealand Contact Centre Industry Benchmarking Report, the country's contact center industry recorded four percent growth in 2010, translating to a rise in contact center seats from 28,730 to 29,000.
Adherence to Schedule is 'Key Challenge' for Call Center Managers
9/23/2010 - Monet Software officials recently posted a blogentry noting that in a recent survey and study by ICMI, one of the top challenges mentioned by call center managers was "consistent adherence to schedule." Nobody who's worked as a call center manager is in the least surprised by this, of course.
9/23/2010 - Monet Software officials recently posted a blogentry noting that in a recent survey and study by ICMI, one of the top challenges mentioned by call center managers was "consistent adherence to schedule." Nobody who's worked as a call center manager is in the least surprised by this, of course.
Naval Health Clinic Patuxent River Using Microlog's Call Center Technology
9/18/2010 - Naval Health Clinic Patuxent River, the medical facility for Patuxent River Naval Air Station in southern Maryland, is now using Microlog Corporation's ServiceFirst Contact Center and Patient Appointment System.
9/18/2010 - Naval Health Clinic Patuxent River, the medical facility for Patuxent River Naval Air Station in southern Maryland, is now using Microlog Corporation's ServiceFirst Contact Center and Patient Appointment System.
New Agreement between Corporate Call Center and Health Care Benefits Company Creates 250 Call Center Jobs
9/8/2010 - With more senior members enrolling in Medicare Part D Prescription Drug Benefits and Medicare Advantage Plans, the insurance sector is becoming increasingly complicated and given the situation, a U.S.-based health care benefits company has decided to utilize the expertise of a leading call center for enhancing sales and improving customer support.
9/8/2010 - With more senior members enrolling in Medicare Part D Prescription Drug Benefits and Medicare Advantage Plans, the insurance sector is becoming increasingly complicated and given the situation, a U.S.-based health care benefits company has decided to utilize the expertise of a leading call center for enhancing sales and improving customer support.
Coping With Special Scheduling Circumstances in the Call Center
9/1/2010 - Forecasting in a call center is as much an art as a science. Many workforce management solutions today let you build largely fool-proof schedules for your call center if your calls are steady and volume fluctuates minimally to moderately.
9/1/2010 - Forecasting in a call center is as much an art as a science. Many workforce management solutions today let you build largely fool-proof schedules for your call center if your calls are steady and volume fluctuates minimally to moderately.
Keeping Service Levels High With Real-time Adherence Monitoring
8/27/2010 - If you were to poll a number of contact center managers about their biggest challenges, chances are good that agent adherence will show up near the top of their lists. It's impossible to overstate how critical adherence is a contact center. A contact center may have the best scheduling solution in the world, but it's not going to do a lot of good if agents are always out of adherence and, as a result, service levels begin to slide. Even worse, it certainly doesn't benefit the contact center if managers are not sure what their adherence is, or if they see service level statistics days or weeks after the fact.
8/27/2010 - If you were to poll a number of contact center managers about their biggest challenges, chances are good that agent adherence will show up near the top of their lists. It's impossible to overstate how critical adherence is a contact center. A contact center may have the best scheduling solution in the world, but it's not going to do a lot of good if agents are always out of adherence and, as a result, service levels begin to slide. Even worse, it certainly doesn't benefit the contact center if managers are not sure what their adherence is, or if they see service level statistics days or weeks after the fact.
Monet AnyWhere: Flexibility in Call Center Scheduling Leads to Happier Agents
8/20/2010 - Once upon a time, a call center was a pretty inflexible place to work. Schedules were generated weeks - or months - in advance, skills were taken into consideration, and changes were made only if the business absolutely demanded it, usually under emergency circumstances. Agents were sometimes able to swap schedules, but this usually required a great deal of administrative time, on both the agents' and the supervisor's part, to approve.
8/20/2010 - Once upon a time, a call center was a pretty inflexible place to work. Schedules were generated weeks - or months - in advance, skills were taken into consideration, and changes were made only if the business absolutely demanded it, usually under emergency circumstances. Agents were sometimes able to swap schedules, but this usually required a great deal of administrative time, on both the agents' and the supervisor's part, to approve.
Free Webinar to Focus on Best Practices in Call Center Scheduling
7/27/2010 - Looking for ways to improve the efficiency of your call center? It all begins with accurate forecasting and scheduling.
7/27/2010 - Looking for ways to improve the efficiency of your call center? It all begins with accurate forecasting and scheduling.
Shiftboard Launches Scheduling Solution to Satisfy Demands of Global Call Center Industry
7/12/2010 - Shiftboard, Inc. is a well known provider of online and mobile scheduling software. Recently, the company launched a new scheduling solution intended to satisfy the dynamic needs of the call center industry. The vital features of Shiftboard's scheduling software such as self-service scheduling are added in the solution.
7/12/2010 - Shiftboard, Inc. is a well known provider of online and mobile scheduling software. Recently, the company launched a new scheduling solution intended to satisfy the dynamic needs of the call center industry. The vital features of Shiftboard's scheduling software such as self-service scheduling are added in the solution.
Accurate Forecasting is the Key to Accurate Call Center Scheduling
6/15/2010 - The ability to accurately forecast call volume is the key to call center operational efficiency. An accurate forecast is essential to arrive at an accurate schedule - one which properly balances agent resources with call volume: Schedule too many agents for any given shift and they'll be sitting around waiting for contacts to come in. Schedule too few and call hold times will increase, impacting customer satisfaction.
6/15/2010 - The ability to accurately forecast call volume is the key to call center operational efficiency. An accurate forecast is essential to arrive at an accurate schedule - one which properly balances agent resources with call volume: Schedule too many agents for any given shift and they'll be sitting around waiting for contacts to come in. Schedule too few and call hold times will increase, impacting customer satisfaction.
NICE Acquires eGlue, Adds Decisioning Adhesion to NICE SmartCenter
6/10/2010 - NICE Systems announces deal to acquire eglue, which supplies decisioning and guidance solutions for $29 million, which will enable integration of eglue's solutions into the NICE SmartCenter suite.
6/10/2010 - NICE Systems announces deal to acquire eglue, which supplies decisioning and guidance solutions for $29 million, which will enable integration of eglue's solutions into the NICE SmartCenter suite.
Call Center Scheduling Software: Not Just About Labor Efficiencies
6/3/2010 - Ask any call center manager about the advantages of call center scheduling software - aka workforce management software - and chances are they'll start talking about labor efficiencies and reduced operating costs. That's because most call center managers today are focused on the bottom line - and let's face it, they should be.
6/3/2010 - Ask any call center manager about the advantages of call center scheduling software - aka workforce management software - and chances are they'll start talking about labor efficiencies and reduced operating costs. That's because most call center managers today are focused on the bottom line - and let's face it, they should be.
Webinar to Explain 'How to Simplify Your Call Center Scheduling'
5/12/2010 - Want to reduce the amount of time your call center managers spend making and adjusting the call center schedule by up to 25 percent?
5/12/2010 - Want to reduce the amount of time your call center managers spend making and adjusting the call center schedule by up to 25 percent?
Questions to Ask When Shopping for Call Center Scheduling Software
4/29/2010 - A recent post on call center scheduling solutions provider Monet Software's new blog includes a list of questions that will be helpful to companies shopping for a workforce management solution for a small to medium sized call center.
4/29/2010 - A recent post on call center scheduling solutions provider Monet Software's new blog includes a list of questions that will be helpful to companies shopping for a workforce management solution for a small to medium sized call center.
Call Center Scheduling Solutions Provider Monet Software Opens New Sales Office in Philadelphia
4/16/2010 - 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.
4/16/2010 - 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.
Call Center Survey Yields Three Key Findings
4/8/2010 - A survey of call center professionals conducted by call center scheduling solutions provider Monet Software in December 2009 yielded three key findings and associated best practices:
4/8/2010 - A survey of call center professionals conducted by call center scheduling solutions provider Monet Software in December 2009 yielded three key findings and associated best practices:
Only Cavemen Use Spreadsheets to Schedule Call Center Agents
3/23/2010 - Still using spreadsheets to schedule your call center agents? Looking for new ways to make your call center operations more efficient?
3/23/2010 - Still using spreadsheets to schedule your call center agents? Looking for new ways to make your call center operations more efficient?
Verint Enhances Impact 360 Workforce Management Software
3/19/2010 - Verint Systems Inc. has announced enhancements to its next-generation Impact 360 Workforce Management (WFM) software from Verint Witness Actionable Solutions. The solution now enables the contact center to create more flexible scheduling options, monitor back-office work activities more efficiently, manage backlog and model forecasts to meet service levels and processing deadlines.
3/19/2010 - Verint Systems Inc. has announced enhancements to its next-generation Impact 360 Workforce Management (WFM) software from Verint Witness Actionable Solutions. The solution now enables the contact center to create more flexible scheduling options, monitor back-office work activities more efficiently, manage backlog and model forecasts to meet service levels and processing deadlines.
How is Schedule Adherence Impacting Your Call Center Revenues?
3/5/2010 - Let's assume that each call center agent is out of schedule -- shrinkage -- 20 minutes per day. Let's assume you can reduce this by 10 minutes, that results in thousands of dollars saved, based on the assumption that each agent generates revenues.
3/5/2010 - Let's assume that each call center agent is out of schedule -- shrinkage -- 20 minutes per day. Let's assume you can reduce this by 10 minutes, that results in thousands of dollars saved, based on the assumption that each agent generates revenues.
What is Schedule Adherence and Why is it Important in the Call Center?
2/16/2010 - Now that call centers everywhere have cut staffing to the bone, thanks to the recession, call center managers are under even more pressure to ensure agent time is being used efficiently.
2/16/2010 - Now that call centers everywhere have cut staffing to the bone, thanks to the recession, call center managers are under even more pressure to ensure agent time is being used efficiently.
Free Webinar on How to Improve Call Center Scheduling
2/10/2010 - Still using spreadsheets to schedule your call center agents? Looking to improve schedule adherence, reduce shrinkage, lower operating costs and improve customer service?
2/10/2010 - Still using spreadsheets to schedule your call center agents? Looking to improve schedule adherence, reduce shrinkage, lower operating costs and improve customer service?
Improve Schedule Adherence by Tracking ACD Log-on Time
2/5/2010 - Most people in the call center industry know about the importance of tracking schedule adherence: Because labor is the single biggest operating cost facing any call center, it is incumbent on call center managers to ensure that agents are showing up for their shifts on time, not taking excessively long breaks and not clocking out early.
2/5/2010 - Most people in the call center industry know about the importance of tracking schedule adherence: Because labor is the single biggest operating cost facing any call center, it is incumbent on call center managers to ensure that agents are showing up for their shifts on time, not taking excessively long breaks and not clocking out early.
Increase Revenues through More Accurate Call Center Scheduling
1/26/2010 - Looking for ways to reduce your call center operating costs and boost revenues -- without impacting customer service?
1/26/2010 - Looking for ways to reduce your call center operating costs and boost revenues -- without impacting customer service?
The Importance of Schedule Adherence in the Call Center
1/15/2010 - Schedule adherence is one of the main ways call center managers achieve labor efficiencies and improve customer service. Not only must call center managers ensure that agents aren't showing up late or clocking out early, they also must ensure that each agent is staying on schedule for "intra-shift" activities, such as scheduled breaks and training or coaching sessions.
1/15/2010 - Schedule adherence is one of the main ways call center managers achieve labor efficiencies and improve customer service. Not only must call center managers ensure that agents aren't showing up late or clocking out early, they also must ensure that each agent is staying on schedule for "intra-shift" activities, such as scheduled breaks and training or coaching sessions.
Web-based Call Center Scheduling: Tearing Spreadsheets to Shreds
1/4/2010 - Today's Web-based call center scheduling solutions (aka WFM solutions) offer capabilities that go far beyond what spreadsheets can deliver.
1/4/2010 - Today's Web-based call center scheduling solutions (aka WFM solutions) offer capabilities that go far beyond what spreadsheets can deliver.
How Hosted Call Center Scheduling Software Helps Reduce Agent Attrition
12/7/2009 - Despite the recession, agent attrition is still a big problem in call centers – especially in inbound customer service centers where agents don’t make commissions or receive additional compensation for outstanding performance.
12/7/2009 - Despite the recession, agent attrition is still a big problem in call centers – especially in inbound customer service centers where agents don’t make commissions or receive additional compensation for outstanding performance.
Today's Call Center Scheduling Solutions Allow for Smarter Scheduling of Agents
11/20/2009 - Depending on how they are used, today's call center scheduling solutions deliver capabilities that go beyond just the daily scheduling of agents in the call center.
11/20/2009 - Depending on how they are used, today's call center scheduling solutions deliver capabilities that go beyond just the daily scheduling of agents in the call center.
Free Webinar to Offer Seven Tips for Improving Call Center Scheduling
11/11/2009 - To achieve new labor efficiencies, many call center managers are discontinuing their use of spreadsheets as a scheduling tool and instead are adopting hosted workforce management solutions for their advanced forecasting capabilities. Using these Web-based systems, which are quick and inexpensive to deploy, call center managers can forecast, with a high degree of accuracy, how many agents will be needed for any given shift.
11/11/2009 - To achieve new labor efficiencies, many call center managers are discontinuing their use of spreadsheets as a scheduling tool and instead are adopting hosted workforce management solutions for their advanced forecasting capabilities. Using these Web-based systems, which are quick and inexpensive to deploy, call center managers can forecast, with a high degree of accuracy, how many agents will be needed for any given shift.
Call Center Scheduling Solutions Allow for Quick Comparison of ACD Logon, Time Clock Entries
11/4/2009 - What's the best way to ensure agent time is being used efficiently? Simple: You compare ACD logon time to time-clock entries.
11/4/2009 - What's the best way to ensure agent time is being used efficiently? Simple: You compare ACD logon time to time-clock entries.
Tips for Selecting Call Center Scheduling Software, Part 3
10/26/2009 - The benefits of using call center scheduling software -- also known as workforce management software -- are well-documented. These software solutions, which are increasingly being offered via the software-as-a-service or "cloud"-based model, offer advanced analytics capabilities which help call center managers forecast, with a high degree of accuracy, how many agents will be needed for any given shift.
10/26/2009 - The benefits of using call center scheduling software -- also known as workforce management software -- are well-documented. These software solutions, which are increasingly being offered via the software-as-a-service or "cloud"-based model, offer advanced analytics capabilities which help call center managers forecast, with a high degree of accuracy, how many agents will be needed for any given shift.
Tips for Selecting Call Center Scheduling Software, Part 2
10/23/2009 - If you're a small to medium sized business with a call center, there's a fairly good chance you've cut back on your agent staffing in the past year, due to the recession. In the meantime, your call center managers are probably under intense pressure to hold down operating costs, while at the same time maintaining service levels.
10/23/2009 - If you're a small to medium sized business with a call center, there's a fairly good chance you've cut back on your agent staffing in the past year, due to the recession. In the meantime, your call center managers are probably under intense pressure to hold down operating costs, while at the same time maintaining service levels.
Tips for Selecting Call Center Scheduling Software, Part 1
10/12/2009 - Call center scheduling software – also referred to as workforce management software – continues to see strong adoption, despite the economic downturn. In fact, as companies look for new efficiencies in labor, many of them are viewing the investment in these systems as a cost savings measure for the long term.
10/12/2009 - Call center scheduling software – also referred to as workforce management software – continues to see strong adoption, despite the economic downturn. In fact, as companies look for new efficiencies in labor, many of them are viewing the investment in these systems as a cost savings measure for the long term.
Free Webinar to Show How Cloud Computing Makes Call Center Scheduling Easier, More Affordable
9/30/2009 - 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.
9/30/2009 - 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.
Free Webinar to Offer 'Seven Tips for More Effective Call Center Scheduling'
9/23/2009 - Are you hungry for tips on how you can improve your call center scheduling? Call center scheduling solutions provider Monet Software will be presenting a free, informative webinar, "Seven Tips for More Effective Call Center Scheduling," from 10 to 11 a.m., PT (1 to 2 p.m. ET) on Wednesday, October 7, 2009.
9/23/2009 - Are you hungry for tips on how you can improve your call center scheduling? Call center scheduling solutions provider Monet Software will be presenting a free, informative webinar, "Seven Tips for More Effective Call Center Scheduling," from 10 to 11 a.m., PT (1 to 2 p.m. ET) on Wednesday, October 7, 2009.
Call Center Scheduling Solutions Provider Monet Software Launches Redesigned Website
9/18/2009 - Call center scheduling software company Monet Software has launched a redesigned Website to help customers learn more about, and sign up for, the company's Web-based solutions.
9/18/2009 - Call center scheduling software company Monet Software has launched a redesigned Website to help customers learn more about, and sign up for, the company's Web-based solutions.
How to Improve Call Center Scheduling with a Limited Budget and Resources
8/25/2009 - Due to the down economy, companies everywhere, especially those operating in the consumer and B-to-B segments, are cutting staff in their call centers. At the same time call center managers are being asked to maintain, if not even improve, service levels.
8/25/2009 - Due to the down economy, companies everywhere, especially those operating in the consumer and B-to-B segments, are cutting staff in their call centers. At the same time call center managers are being asked to maintain, if not even improve, service levels.
Cross-Training Agents Results in More Flexible Call Center Scheduling
8/21/2009 - Thanks to the Internet and the advent of social networking, consumers today are increasingly using multiple channels, including email and Web chat, to communicate with the companies they do business with.
8/21/2009 - Thanks to the Internet and the advent of social networking, consumers today are increasingly using multiple channels, including email and Web chat, to communicate with the companies they do business with.
How to Simplify Your Call Center Scheduling
7/16/2009 - You can simplify call center scheduling by replacing your spreadsheets with a hosted workforce management solution. This will free up time for more important tasks such as agent coaching and training.
7/16/2009 - You can simplify call center scheduling by replacing your spreadsheets with a hosted workforce management solution. This will free up time for more important tasks such as agent coaching and training.
Call Center Scheduling Solutions Key to Ensuring Schedule Adherence
7/13/2009 - In response to the current economic downturn, companies everywhere are cutting back staffing levels in their call centers. At the same time, call center managers are being asked to ensure that service levels are still met.
7/13/2009 - In response to the current economic downturn, companies everywhere are cutting back staffing levels in their call centers. At the same time, call center managers are being asked to ensure that service levels are still met.
Schedule Flexibility: The Key to Happier Call Center Agents
6/8/2009 - Want to keep your call center agents happy? Then give them flexibility!
6/8/2009 - Want to keep your call center agents happy? Then give them flexibility!
Call Center Scheduling Software: The Perfect Tool to Control Shrinkage
5/8/2009 - Shrinkage is a topic that is getting even more attention in the call center today. As companies are struggling to weather the recession and budgets keep getting tighter, making the most of every dollar is essential.
5/8/2009 - Shrinkage is a topic that is getting even more attention in the call center today. As companies are struggling to weather the recession and budgets keep getting tighter, making the most of every dollar is essential.
Call Center Scheduling Software Can Improve Agent Training
3/31/2009 - Today's call center scheduling solutions, also known as workforce management solutions, have come a long way in terms of their capabilities, especially compared to the "old days" of spreadsheets.
3/31/2009 - Today's call center scheduling solutions, also known as workforce management solutions, have come a long way in terms of their capabilities, especially compared to the "old days" of spreadsheets.
Call Center Scheduling Solutions Challenge Spreadsheets for Dominance
3/27/2009 - Spreadsheets can be a wonderful thing, designed to make tracking and reconciliation a streamlined process. In the call center, spreadsheets have long helped managers to schedule agents according to forecasted needs. While moving to computerized spreadsheets was a smart move years ago, automated call center scheduling solutions are now making spreadsheets look cumbersome and time consuming by comparison.
3/27/2009 - Spreadsheets can be a wonderful thing, designed to make tracking and reconciliation a streamlined process. In the call center, spreadsheets have long helped managers to schedule agents according to forecasted needs. While moving to computerized spreadsheets was a smart move years ago, automated call center scheduling solutions are now making spreadsheets look cumbersome and time consuming by comparison.
Top Advantages of Call Center Scheduling Software
3/20/2009 - If you're still using spreadsheets to schedule your call center agents, and you're looking to cut costs, gain efficiencies and improve customer service (and what contact center manager doesn't want to accomplish those things?), then you've got to get on board with call center scheduling software.
3/20/2009 - If you're still using spreadsheets to schedule your call center agents, and you're looking to cut costs, gain efficiencies and improve customer service (and what contact center manager doesn't want to accomplish those things?), then you've got to get on board with call center scheduling software.
Still Using Spreadsheets to Schedule your Contact Center Agents?
3/13/2009 - Are you still using spreadsheets to schedule your contact center agents? Time to start saving money and improving customer service with workforce management software!
3/13/2009 - Are you still using spreadsheets to schedule your contact center agents? Time to start saving money and improving customer service with workforce management software!
How Much Can the Call Center Save Through Automated Scheduling?
3/4/2009 - It is not unusual for a call center manager to think about the multiple ways to save money when scheduling for agents within the call center. After all, he or she must be able to keep within specified payroll budgets while also ensuring the right amount of coverage to meet customer service standards.
3/4/2009 - It is not unusual for a call center manager to think about the multiple ways to save money when scheduling for agents within the call center. After all, he or she must be able to keep within specified payroll budgets while also ensuring the right amount of coverage to meet customer service standards.
Automated Call Center Scheduling Streamlines Customer Service
2/26/2009 - It is somewhat of an understatement to say that call center managers have a difficult job. Not only do they have the responsibility of ensuring an optimal experience for all customers involved in interactions with the call center, they must also effectively manage a variety of people with different skills, educations, work preferences and availability.
2/26/2009 - It is somewhat of an understatement to say that call center managers have a difficult job. Not only do they have the responsibility of ensuring an optimal experience for all customers involved in interactions with the call center, they must also effectively manage a variety of people with different skills, educations, work preferences and availability.
Multi-Skill Agents Present Challenges in Call Center Scheduling
2/18/2009 - Call centers have come a long way since their creation. What was once in place to handle live voice calls to and from customers has now morphed into multi-channel customer interaction centers that handle anywhere from thousands to millions of interactions every year.
2/18/2009 - Call centers have come a long way since their creation. What was once in place to handle live voice calls to and from customers has now morphed into multi-channel customer interaction centers that handle anywhere from thousands to millions of interactions every year.
Call Center Scheduling Solutions Improve Overall Call Center Operations
2/12/2009 - There is a delicate balance that must be achieved within the call center to ensure that the proper number of agents are scheduled for a given time period. While call center managers must properly forecast for call volumes in both peak and non-peak times, he or she must also take into consideration cost of operation.
2/12/2009 - There is a delicate balance that must be achieved within the call center to ensure that the proper number of agents are scheduled for a given time period. While call center managers must properly forecast for call volumes in both peak and non-peak times, he or she must also take into consideration cost of operation.
Automated Call Center Scheduling Eliminates Headaches Associated with Spreadsheets
2/6/2009 - The number of elements that must be managed efficiently to run a smooth call center can seem daunting if each were to be examined separately. It would be even more overwhelming if each of these processes had to be managed and executed manually. The result would likely be a disorganized mess and unhappy customers.
2/6/2009 - The number of elements that must be managed efficiently to run a smooth call center can seem daunting if each were to be examined separately. It would be even more overwhelming if each of these processes had to be managed and executed manually. The result would likely be a disorganized mess and unhappy customers.
Report: Home Agents Add Flexibility, Productivity, But What About Security?
1/28/2009 - Home agents are increasingly being seen by contact centers as a valuable asset, thanks to their increased flexibility and productivity, however concerns still linger regarding remote management, and security.
1/28/2009 - Home agents are increasingly being seen by contact centers as a valuable asset, thanks to their increased flexibility and productivity, however concerns still linger regarding remote management, and security.
Call Center Scheduling Solutions Streamline Vacation Requests
1/16/2009 - Although the holidays are behind us once again, the one constant is that they will roll around again. When that time comes, will your call center be ready to handle the influx of call volumes and schedule according to changing needs and vacation requests? As customer service continues to be vital for all companies, falling down on the job during a heavy call time is not an option.
1/16/2009 - Although the holidays are behind us once again, the one constant is that they will roll around again. When that time comes, will your call center be ready to handle the influx of call volumes and schedule according to changing needs and vacation requests? As customer service continues to be vital for all companies, falling down on the job during a heavy call time is not an option.
Reducing Attrition Key to Contact Center Success
1/9/2009 - As attrition costs are a preventable expenditure within the contact center, it is important to understand why employees leave their position. According to an industry benchmarking study, agents cited promotion within a company as the primary reason for agent turnover – a positive reflection on the industry.
1/9/2009 - As attrition costs are a preventable expenditure within the contact center, it is important to understand why employees leave their position. According to an industry benchmarking study, agents cited promotion within a company as the primary reason for agent turnover – a positive reflection on the industry.
Personality-Based Call Center Scheduling Creates a Positive Environment
12/12/2008 - Call center scheduling is an important aspect of properly managing a call center. In fact, whether or not agents are properly scheduled will determine the level of service provided to customers, the efficiency of the call center, and the satisfaction of each employee. As employee satisfaction plummets, attrition increases.
12/12/2008 - Call center scheduling is an important aspect of properly managing a call center. In fact, whether or not agents are properly scheduled will determine the level of service provided to customers, the efficiency of the call center, and the satisfaction of each employee. As employee satisfaction plummets, attrition increases.
Call Center Scheduling Solutions Drive Efficiency
12/4/2008 - Call centers throughout the global industry have been experiencing increased pressure as a result of the economic turmoil that appears to be running rampant throughout the world. In an effort to ensure that call centers can continue to deliver the high level of service customers have come to expect, many have turned to call center scheduling solutions.
12/4/2008 - Call centers throughout the global industry have been experiencing increased pressure as a result of the economic turmoil that appears to be running rampant throughout the world. In an effort to ensure that call centers can continue to deliver the high level of service customers have come to expect, many have turned to call center scheduling solutions.
Call Center Scheduling Ensures Optimal Customer Experience
11/24/2008 - More than once a customer has called into a customer contact center, annoyed that he or she has to answer so many questions in the interactive voice response (IVR) stage of the call. While the consumer may view this as an unnecessary step in the process of reaching a live agent, in reality, this is a critical step for the contact center to ensure the caller is matched with the right agent.
11/24/2008 - More than once a customer has called into a customer contact center, annoyed that he or she has to answer so many questions in the interactive voice response (IVR) stage of the call. While the consumer may view this as an unnecessary step in the process of reaching a live agent, in reality, this is a critical step for the contact center to ensure the caller is matched with the right agent.
Effective Call Center Scheduling Creates Optimal Environment
11/19/2008 - A stressful work environment can easily create higher rates in absenteeism, increase work-related illness and drive out of control attrition. Such an environment is not unheard of in the contact center industry, yet it does not have to be the rule. Those contact centers who are using workforce management solutions to manage agent scheduling often find they experience less absenteeism and illness, as well as lower attrition.
11/19/2008 - A stressful work environment can easily create higher rates in absenteeism, increase work-related illness and drive out of control attrition. Such an environment is not unheard of in the contact center industry, yet it does not have to be the rule. Those contact centers who are using workforce management solutions to manage agent scheduling often find they experience less absenteeism and illness, as well as lower attrition.
Call Center Scheduling Must Apply to All Agent Activities
11/11/2008 - As the economy continues to put a strain on call centers, organizations are struggling to maintain strong customer service deliverables while also cutting costs. In an effort to ensure that their call centers can remain in place and not succumb to offshoring draws, many of these centers are looking to integrated applications that can improve productivity and reduce costs.
11/11/2008 - As the economy continues to put a strain on call centers, organizations are struggling to maintain strong customer service deliverables while also cutting costs. In an effort to ensure that their call centers can remain in place and not succumb to offshoring draws, many of these centers are looking to integrated applications that can improve productivity and reduce costs.
Call Center Scheduling Leads to Optimal Performance
11/5/2008 - Unfortunately for contact centers, they often have the stigma of a liability. Sure, they play a vital role in the interaction between customer and company, but it is a cost that does not have a revenue association. In addition, it also has to be managed effectively and efficiently as possible or risk being outsourced.
11/5/2008 - Unfortunately for contact centers, they often have the stigma of a liability. Sure, they play a vital role in the interaction between customer and company, but it is a cost that does not have a revenue association. In addition, it also has to be managed effectively and efficiently as possible or risk being outsourced.
Ongoing Demand for Live Agents Drives Need for Call Center Scheduling
10/29/2008 - Traditional call centers that existed to merely answer phones or make outgoing calls have morphed over time to become multi-channel contact centers that offer customers a variety of ways to interact with a company, including self-service options via speech automation, Web sites and more. As these changes occurred, the dynamics within call center scheduling also changed.
10/29/2008 - Traditional call centers that existed to merely answer phones or make outgoing calls have morphed over time to become multi-channel contact centers that offer customers a variety of ways to interact with a company, including self-service options via speech automation, Web sites and more. As these changes occurred, the dynamics within call center scheduling also changed.
Call Center Scheduling Essential with Self-Service Model
10/23/2008 - As the global economy faces a tightening of the belt, companies are seeking ways to reduce their operation costs, while also delivering what customers expect to keep them coming back. Proper call center scheduling can play a key role in critical strategies.
10/23/2008 - As the global economy faces a tightening of the belt, companies are seeking ways to reduce their operation costs, while also delivering what customers expect to keep them coming back. Proper call center scheduling can play a key role in critical strategies.
Proper Scheduling for Contact Centers is Essential for Success
10/16/2008 - Scheduling within the contact center can be a delicate matter. If agents are not scheduled according to accurate forecasts, the center will either experience higher payroll costs due to overstaffing, or poor service delivery as the center will lack the necessary agent numbers to handle the volume of calls.
10/16/2008 - Scheduling within the contact center can be a delicate matter. If agents are not scheduled according to accurate forecasts, the center will either experience higher payroll costs due to overstaffing, or poor service delivery as the center will lack the necessary agent numbers to handle the volume of calls.
Study Reveals Vast Opportunity for Workforce Management Solutions
10/6/2008 - Scheduling within the call center can be a tricky task as each agent has a different skill set, call volumes can change according to campaigns or the economy, and proper forecasting relies on variables that cannot be controlled and therefore can prove to be unpredictable at times.
10/6/2008 - Scheduling within the call center can be a tricky task as each agent has a different skill set, call volumes can change according to campaigns or the economy, and proper forecasting relies on variables that cannot be controlled and therefore can prove to be unpredictable at times.
Effective Call Center Scheduling Increases Customer Satisfaction
9/30/2008 - Call centers operate in a dynamic industry. Call volumes can fluctuate greatly, increasing and decreasing demand put on the contact center staff. Managers strive to forecast call volumes in order to ensure they have the right number of staff available for any given shift, but the process can be time consuming and flawed when done manually.
9/30/2008 - Call centers operate in a dynamic industry. Call volumes can fluctuate greatly, increasing and decreasing demand put on the contact center staff. Managers strive to forecast call volumes in order to ensure they have the right number of staff available for any given shift, but the process can be time consuming and flawed when done manually.
Study Finds U.K. Agents Suffering in Contact Centers
9/17/2008 - It really should not be any surprise to learn that for some individuals working in the contact center industry, their chosen profession can be a detriment to their health. Whether they have a hard time handling the stress of the job or their environment is not designed around ergonomics, the reality is that the job can be tasking for some – even to the point of causing long term problems.
9/17/2008 - It really should not be any surprise to learn that for some individuals working in the contact center industry, their chosen profession can be a detriment to their health. Whether they have a hard time handling the stress of the job or their environment is not designed around ergonomics, the reality is that the job can be tasking for some – even to the point of causing long term problems.
Study Shows Workforce Management Still Underutilized in Contact Centers, Despite Growth
8/18/2008 - In the world of contact centers, one of the most valuable, yet underused solution is that of workforce management. Robust workforce management solutions have proven to be able to streamline operations, maximize employee work time, forecast for peaks and valleys in call volume, enhance productivity and provide a better overall environment.
8/18/2008 - In the world of contact centers, one of the most valuable, yet underused solution is that of workforce management. Robust workforce management solutions have proven to be able to streamline operations, maximize employee work time, forecast for peaks and valleys in call volume, enhance productivity and provide a better overall environment.
Organizations Benefit by Promoting Relaxing Vacations for Employees
7/16/2008 - The stories of employees so dedicated to their jobs that they struggle to leave the office, resonate throughout a variety of industries. But, is this actual dedication, or is it a result of extreme anxiety due to fear?
7/16/2008 - The stories of employees so dedicated to their jobs that they struggle to leave the office, resonate throughout a variety of industries. But, is this actual dedication, or is it a result of extreme anxiety due to fear?
Call Center Scheduling Prevents Chaos
5/19/2008 - Most people would be hard pressed to find an individual consumer who has never had the privilege of interacting with a call center. Stories can be both good and bad, but chances are that most of us have had the pleasure of waiting on hold for the "next available agent."
5/19/2008 - Most people would be hard pressed to find an individual consumer who has never had the privilege of interacting with a call center. Stories can be both good and bad, but chances are that most of us have had the pleasure of waiting on hold for the "next available agent."
Working While Sick Does Not Lead to Productive Environment
4/23/2008 - Absenteeism in the contact center can have a significant impact on the center's ability to provide proper customer service, meet KPIs, improve performance and meet team goals for the day, week or month.
4/23/2008 - Absenteeism in the contact center can have a significant impact on the center's ability to provide proper customer service, meet KPIs, improve performance and meet team goals for the day, week or month.
Call Center Scheduling
4/4/2008 - Call center scheduling plays an important role in today's call center for its ability to effectively manage and plan agent work schedules to maximize productivity while also keep agents happy.
4/4/2008 - Call center scheduling plays an important role in today's call center for its ability to effectively manage and plan agent work schedules to maximize productivity while also keep agents happy.
Research Shows Workforce Management Gaining Ground
2/19/2008 - Workforce management software is considered by some to be one of the key software applications in the contact center that can help promote efficiency and productivity. The challenge in the market has proven to be complete acceptance throughout the contact center.
2/19/2008 - Workforce management software is considered by some to be one of the key software applications in the contact center that can help promote efficiency and productivity. The challenge in the market has proven to be complete acceptance throughout the contact center.
2008: The Year of Workforce Optimization
2/7/2008 - As anybody who manages a contact center knows, the seemingly impossible task that needs to be accomplished every day is, "Make More With Less." While budgets and headcounts get cut, expectations of better sales, better service, greater customer retention and satisfaction rise.
2/7/2008 - As anybody who manages a contact center knows, the seemingly impossible task that needs to be accomplished every day is, "Make More With Less." While budgets and headcounts get cut, expectations of better sales, better service, greater customer retention and satisfaction rise.
Workforce Management Solutions Provider Left Bank Solutions Inc. Changes its Name to Monet Software Inc.
1/10/2008 - To better reflect the product brands it offers, Left Bank Solutions Inc. has changed its name to Monet Software Inc. In addition the company has adopted a new corporate identity, including a new logo and a new website that can be found at www.monetsoftware.com.
1/10/2008 - To better reflect the product brands it offers, Left Bank Solutions Inc. has changed its name to Monet Software Inc. In addition the company has adopted a new corporate identity, including a new logo and a new website that can be found at www.monetsoftware.com.
Contact Center WFM Market to Grow by 20 Percent in 2008
1/10/2008 - DMG Consulting has published the "2008 Contact Center Workforce Management Market Report," a comprehensive and timely guide to the essential and evolving contact center workforce management market, products and vendors.
1/10/2008 - DMG Consulting has published the "2008 Contact Center Workforce Management Market Report," a comprehensive and timely guide to the essential and evolving contact center workforce management market, products and vendors.
Software as a Service Trend Continues to Sweep the Call Center Industry
11/26/2007 - The Software as a Service (SaaS) trend continues to sweep the call center industry, as companies are discovering the many advantages of going with hosted versus on-premise solutions. With SaaS for the call center, applications such as IVR, ACD, predictive dialing, workforce management and CRM are hosted on a shared platform in a data center and delivered to the agents via a dedicated network or the public Internet. With these increasingly sophisticated turnkey solutions, which have much greater power and flexibility compared to the ASP solutions of the past, a company can rapidly deploy full featured contact center for fraction of the cost of a new, on-premise system.
11/26/2007 - The Software as a Service (SaaS) trend continues to sweep the call center industry, as companies are discovering the many advantages of going with hosted versus on-premise solutions. With SaaS for the call center, applications such as IVR, ACD, predictive dialing, workforce management and CRM are hosted on a shared platform in a data center and delivered to the agents via a dedicated network or the public Internet. With these increasingly sophisticated turnkey solutions, which have much greater power and flexibility compared to the ASP solutions of the past, a company can rapidly deploy full featured contact center for fraction of the cost of a new, on-premise system.
Left Bank Solutions Releases Three New Editions of its Monet WFM Solution
8/3/2007 - Left Bank Solutions, Inc., a provider of hosted workforce optimization solutions for the contact center, has released three new versions of its workforce management solution, Monet WFM, each tailored for a specific market segment.
8/3/2007 - Left Bank Solutions, Inc., a provider of hosted workforce optimization solutions for the contact center, has released three new versions of its workforce management solution, Monet WFM, each tailored for a specific market segment.
An Effective Workforce Management Solution Makes Sense for the Call Center
2/23/2007 - Take call center scheduling with a call center that operates on a 24x7 schedule, for instance. In such an environment, call center managers need to know what time of day the center will experience the highest call volumes, what type of calls they will be and how to properly schedule the employees that can address specific issues and others that can handle basic calls. If each of these employees were available 24x7, proper forecasting could go a long way in preparing the call center to handle any number of peaks and valleys.
2/23/2007 - Take call center scheduling with a call center that operates on a 24x7 schedule, for instance. In such an environment, call center managers need to know what time of day the center will experience the highest call volumes, what type of calls they will be and how to properly schedule the employees that can address specific issues and others that can handle basic calls. If each of these employees were available 24x7, proper forecasting could go a long way in preparing the call center to handle any number of peaks and valleys.
Workforce Management: Automated Solutions Help Industries Outperform
12/11/2006 - Using an automated WFM solution, it is easier to forecast and develop optimal schedules free from over or understaffing, which could hinder performance or increase cost. With real-time labor tracking, levels of work can be monitored; at whatever time the information is needed.
12/11/2006 - Using an automated WFM solution, it is easier to forecast and develop optimal schedules free from over or understaffing, which could hinder performance or increase cost. With real-time labor tracking, levels of work can be monitored; at whatever time the information is needed.
Call Center Scheduling Must Go Beyond the Calls
12/8/2006 - Effective workforce management solutions can be a great tool to use to properly forecast and schedule in the multi-channel contact center.
12/8/2006 - Effective workforce management solutions can be a great tool to use to properly forecast and schedule in the multi-channel contact center.
Unified Communications (UC) Pays Off In "Customer Productivity"
12/1/2006 - Rich, Web-based customer services are continually increasing and displacing the limitations of the voice-only telephone as a first step for customer access to information and self-service applications.
12/1/2006 - Rich, Web-based customer services are continually increasing and displacing the limitations of the voice-only telephone as a first step for customer access to information and self-service applications.
Steps to Effective Call Center Scheduling
11/21/2006 - Call Center Scheduling can be a challenge in that the manager wants to ensure that the center is staffed to respond to anticipated call volumes, but not overstaffed so that agents are sitting idle. Understaffing can create an even bigger problem as customers are forced to wait longer to speak with a live agent and agents are stressed with a heavier work load while trying to still deliver excellent customer service.
11/21/2006 - Call Center Scheduling can be a challenge in that the manager wants to ensure that the center is staffed to respond to anticipated call volumes, but not overstaffed so that agents are sitting idle. Understaffing can create an even bigger problem as customers are forced to wait longer to speak with a live agent and agents are stressed with a heavier work load while trying to still deliver excellent customer service.
Understanding Competencies Will Lead to Effective Training Programs
11/17/2006 - Training in the call center can make the difference between an agent’s success and failure. Ultimately, the same is true for the entire center. The challenge for call center managers is finding the right balance of training among the variety of experience, talents and skills for the different agents.
11/17/2006 - Training in the call center can make the difference between an agent’s success and failure. Ultimately, the same is true for the entire center. The challenge for call center managers is finding the right balance of training among the variety of experience, talents and skills for the different agents.
Left Bank Solutions and HigherGround Combine Workforce Management and Business Intelligence Tools
10/30/2006 - Call Centers challenged with optimizing their call centers in both the workforce management and business intelligence areas will now have a bundled solution with an innovative advantage.
10/30/2006 - Call Centers challenged with optimizing their call centers in both the workforce management and business intelligence areas will now have a bundled solution with an innovative advantage.
Call Center Scheduling: A Vital Element in Workforce Management
10/26/2006 - One of the most important elements in workforce management solutions of today is scheduling. Call center scheduling not only helps meet staffing needs, but also takes the burden of maintaining schedules and workflows away from managers, and allowing them to focus on business areas that matter most for their operation.
10/26/2006 - One of the most important elements in workforce management solutions of today is scheduling. Call center scheduling not only helps meet staffing needs, but also takes the burden of maintaining schedules and workflows away from managers, and allowing them to focus on business areas that matter most for their operation.
Start with the 'Must Haves' When Searching for Workforce Management Solutions
10/9/2006 - Proper forecasting and call center scheduling of employees to handle customer issues from multiple communication channels can be complex to the point that it consumes nearly 100 percent of that manager’s time and 100 percent accuracy is literally impossible.To help combat the challenges that these managers face, many contact centers implement workforce management solutions to better manage employees and projected workflows.
10/9/2006 - Proper forecasting and call center scheduling of employees to handle customer issues from multiple communication channels can be complex to the point that it consumes nearly 100 percent of that manager’s time and 100 percent accuracy is literally impossible.To help combat the challenges that these managers face, many contact centers implement workforce management solutions to better manage employees and projected workflows.
Call Center Scheduling: What a Relief
10/3/2006 - Call center scheduling can sometimes seem like a guessing game for managers. Deciding what hours to give agents and working around their schedules, holidays and other events can be daunting enough. Introduce the idea of staffing agents based on their skill sets and the need to change staffing levels based call volumes--- and an even more difficult element is created.
10/3/2006 - Call center scheduling can sometimes seem like a guessing game for managers. Deciding what hours to give agents and working around their schedules, holidays and other events can be daunting enough. Introduce the idea of staffing agents based on their skill sets and the need to change staffing levels based call volumes--- and an even more difficult element is created.
Left Bank Solutions' Call Center Scheduling Channel Launches on TMCnet
9/27/2006 - The latest news, feature articles, white papers and case studies educate call center management about scheduling solutions using the Call Center Scheduling platform.
9/27/2006 - The latest news, feature articles, white papers and case studies educate call center management about scheduling solutions using the Call Center Scheduling platform.
Five Key Elements to Remember When Selecting an Outsourced Contact Center Solution
9/25/2006 - Considering that the contact center selected will be employing individuals to interact with your customers, treating the selection of such services as a mere inconvenience is putting your future revenue, profit and growth potential at risk. Even if contact center solutions are not your prime area of focus, there are things that you can look for in selecting this outsourced service to ensure that your customer interactions are handled as efficiently and professionally as possible.
9/25/2006 - Considering that the contact center selected will be employing individuals to interact with your customers, treating the selection of such services as a mere inconvenience is putting your future revenue, profit and growth potential at risk. Even if contact center solutions are not your prime area of focus, there are things that you can look for in selecting this outsourced service to ensure that your customer interactions are handled as efficiently and professionally as possible.
Workforce Management: A Good Investment for Call Centers of Any Size
9/18/2006 - It is in this type of situation where workforce management makes sense, as it is focused on making agents as productive as possible. Put simply, workforce management ensures that there are plenty of agents on hand for peak call periods and that these agents are not sitting idle during lower volume periods through accurate forecasting and optimization call center scheduling.
9/18/2006 - It is in this type of situation where workforce management makes sense, as it is focused on making agents as productive as possible. Put simply, workforce management ensures that there are plenty of agents on hand for peak call periods and that these agents are not sitting idle during lower volume periods through accurate forecasting and optimization call center scheduling.
Proper Contact Center Employee Training Leads to Optimal Environment
8/29/2006 - Contact center supervisors know that proper call center scheduling is one of the biggest challenges that they face in creating efficient operations. Peaks and valleys in call volume dictate the level of staff required and when those levels fall short. Under these conditions, agents can become rushed and stressed and customer service levels can suffer, thus impacting the bottom line.
8/29/2006 - Contact center supervisors know that proper call center scheduling is one of the biggest challenges that they face in creating efficient operations. Peaks and valleys in call volume dictate the level of staff required and when those levels fall short. Under these conditions, agents can become rushed and stressed and customer service levels can suffer, thus impacting the bottom line.
The Best Call Center Customer Care Services Are Achievable With the Right Mix
8/9/2006 - The best call center customer care services consists of the perfect mix of an inbound call center with 24x7 access, a proper workforce management that provides appropriate call center scheduling and call center training, effective call center software that affords the appropriate tools for efficiency and a talented and enthusiastic pool of agents.
8/9/2006 - The best call center customer care services consists of the perfect mix of an inbound call center with 24x7 access, a proper workforce management that provides appropriate call center scheduling and call center training, effective call center software that affords the appropriate tools for efficiency and a talented and enthusiastic pool of agents.
Staffing: Management's Greatest Headache
8/4/2006 - Call Center Scheduling and Staffing are typically the greatest headache in contact center workforce management – too many staff and costs rise; too few and customer service suffers badly – and if service deteriorates too much, callers will defect to the competition. Striking a balance, therefore, is the key to productivity and efficiency.
8/4/2006 - Call Center Scheduling and Staffing are typically the greatest headache in contact center workforce management – too many staff and costs rise; too few and customer service suffers badly – and if service deteriorates too much, callers will defect to the competition. Striking a balance, therefore, is the key to productivity and efficiency.
Contact Centers Stand to Gain Productivity from Empowered Agents
6/23/2006 - Contact center managers today are constantly paying attention to performance measures in a bid to improve workforce management. Things like service level, abandon rates, contact rates, sales per hour, resolution rates and more are monitored daily. While these measures are important and necessary to report the effectiveness of workforce management in the contact center, agents are not always aware of how their performance affects those metrics.
6/23/2006 - Contact center managers today are constantly paying attention to performance measures in a bid to improve workforce management. Things like service level, abandon rates, contact rates, sales per hour, resolution rates and more are monitored daily. While these measures are important and necessary to report the effectiveness of workforce management in the contact center, agents are not always aware of how their performance affects those metrics.
