Workforce Management

Workforce Management Solutions

Monet Software developed the Monet workforce management (WFM) software suite as a powerful and affordable workforce management solution for contact centers from 25 to 1,000 agents. Integrating quickly with any ACD or PBX, Monet provides accurate forecasting of call volume throughout the day, easy scheduling by agent skills/experience, management of seasonal volume changes, customization of shifts, and real time adherence. Created to offer a flexible solution with enterprise-grade features and performance, the Monet workforce management software has been designed for the needs of the small to medium-sized contact center.

Workforce Management Feature Articles

6/23/2009
Web-based Workforce Management Streamlines Processes for Distributed Contact Centers
The call centers of yesteryear were very different from the contact centers of today. When this department of the enterprise first emerged, live phone calls were the only channel of interaction, and typically each company had only one call center.

6/2/2009
SaaS-based vs. Hosted Workforce Management: The Advantages of Web-based Solutions for the Call Center
To facilitate increased uptake of their solutions, as well as to introduce new capabilities and features, leading call center software vendors are recoding their applications and offering them on a shared secure platform in the data center to enable the use of software-as-a-service (SaaS) model.

5/22/2009
Workforce Management Solutions Streamline Contact Center Processes
Properly managing a contact center can be a challenge, to say the least. If a center has more than 50 seats and/or multiple locations, it can turn into a manager's nightmare if he or she does not have the right tools to keep agents on track and processes running smoothly.

5/1/2009
Workforce Management Software Essential for Managing Dispersed Agents
In this changing economy, it is becoming more and more common for companies to manage multiple locations that are spread out over vast geographical areas. The same is true for those operating in the contact center space and effectively managing employees in dispersed locations can prove to be a challenge.

4/22/2009
Study finds Workforce Management a 'Must' for Contact Centers with 60-plus Agents
For many contact centers, manual workforce management processes have long been the standard practice – but due to the advent of IP networks and advanced software solutions, that's rapidly starting to change.

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