Workforce Management

Workforce Management Solutions

One of the biggest issues of call center workforce management is how to meet or exceed service levels while controlling payroll costs. More accurate forecasting, flexible scheduling and real-time adherence will make your daily workforce management more effective by avoiding under or over staffing and ensuring agents are working when they are needed, directly resulting in improved service levels.

Monet WFM Live is an affordable and easy to use call center forecasting and employee scheduling solution which includes ACD integration, real-time agent adherence and intra-day management. Call centers will start improving service levels and reducing center costs within days - all without the upfront expenses and IT requirements of traditional software.

Monet WFM Live was especially designed for small and medium sized call centers to meet their specific workforce management needs:

Fast setup within days, avoiding large implementation projects
Affordable monthly fees without large upfront investment
Easy to use through 100% web interface
Quick integration with any ACD or PBX for call history and real time adherence

Workforce Management Feature Articles

Free White Paper Offers '10 Tips to Weather the Challenging Economy in Your Call Center'
11/4/2009 - Back in the "good old days" of the 1980s, inbound call centers operated on a static model where pretty much the same number of agents was scheduled for each shift – whether things were busy or not.

Workforce Management Solutions Playing Increasingly Important Role in the Budgeting and Planning Process
10/26/2009 - When people talk about workforce management software for the call center, they typically focus on the ability to forecast how many agents will be needed for any given shift, based on call volume, in order to arrive at labor efficiencies.

Today's Web-based Workforce Management Solutions Ideal for Managing Distributed Call Centers
10/23/2009 - Helping to facilitate the management of dispersed call centers (or even home-based agents) are today's workforce management solutions. With these powerful, Web-based solutions, companies can accurately forecast call volume at each call center location and schedule agents accordingly. In addition, companies can manage agent schedules across time zones to ensure schedule adherence and reduce shrinkage. In so doing, companies can deliver consistently good customer service, round the clock, regardless of which center is currently handling the volume.

Free Webinar to Explain the Advantages SaaS-based Workforce Management Solutions Bring to the Call Center
10/9/2009 - Increasingly, workforce management software vendors are offering their solutions via the software-as-a-service or "cloud"-based model. This brings even more advantages to companies that make the switch to workforce management, including lower up front cost, faster deployment and improved ease-of-use.

How to Select a Call Center Workforce Management Solution, Part 3
9/28/2009 - Here are three more tips you should consider when shopping around for a new workforce management solution for your call center.