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Workforce Management
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 Workforce Management 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 Workforce Management Live was especially designed for small and medium sized call centers to meet their specific workforce management needs:
Monet Workforce Management 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 Workforce Management 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
Workforce Management: Worth the Investment?
2/8/2012 - Management of the workforce - a required task within the call center that leaders may or may not want to tackle. Regardless of the products or services supported through the call center, forecasting, scheduling and adherence are all critical elements of focus. To ease this process, a number of companies implement workforce management solutions.
2/8/2012 - Management of the workforce - a required task within the call center that leaders may or may not want to tackle. Regardless of the products or services supported through the call center, forecasting, scheduling and adherence are all critical elements of focus. To ease this process, a number of companies implement workforce management solutions.
Maximize Your Workforce Management Investment with a Flexible Shift Model
2/3/2012 - As a call center manager, you spend most of your time coaching agents, monitoring calls, checking performance levels and reporting on key performance indicators. With so much to do, you rarely have time for forecasting and scheduling activities. In an ideal world, you should be able to build out your schedule on a spreadsheet and expect smooth operations. In reality, you need workforce management.
2/3/2012 - As a call center manager, you spend most of your time coaching agents, monitoring calls, checking performance levels and reporting on key performance indicators. With so much to do, you rarely have time for forecasting and scheduling activities. In an ideal world, you should be able to build out your schedule on a spreadsheet and expect smooth operations. In reality, you need workforce management.
Considerations for Workforce Management
1/24/2012 - The call center is constantly responsible for balancing cost with service. Catering to customer demand is no longer enough; the call center today must be able to drive loyalty, identify upsell and cross-sell opportunities and deliver on multichannel performance expectations. To meet these lofty goals, a robust workforce management solution should be in place.
1/24/2012 - The call center is constantly responsible for balancing cost with service. Catering to customer demand is no longer enough; the call center today must be able to drive loyalty, identify upsell and cross-sell opportunities and deliver on multichannel performance expectations. To meet these lofty goals, a robust workforce management solution should be in place.
Workforce Management in the Cloud - Better than On-Premise?
1/18/2012 - As a leader in your call center, you already know you need a workforce management solution to ensure the success of your operation. Now, you must decide if it's best to implement an in-house solution, or follow the movement to the cloud.
1/18/2012 - As a leader in your call center, you already know you need a workforce management solution to ensure the success of your operation. Now, you must decide if it's best to implement an in-house solution, or follow the movement to the cloud.
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.
Workforce Management Industry News
2/14/2012 12:32:28 AM
ProcureStaff Technologies to Present Consol VMS Highlights SOW at ProcureCon Indirect East Event
ProcureStaff Technologies to Present Consol VMS Highlights SOW at ProcureCon Indirect East Event
2/13/2012 11:59:09 AM
Kronos Appoints Lenley Hensarling to Lead Products and Technology
Kronos Appoints Lenley Hensarling to Lead Products and Technology
2/10/2012 10:10:10 AM
Parallon Business Solutions Announces New Vice President of Marketing & Communications
Parallon Business Solutions Announces New Vice President of Marketing & Communications
2/9/2012 1:02:10 PM
Consol VMS Highlights SOW at ProcureCon Indirect East Event
Consol VMS Highlights SOW at ProcureCon Indirect East Event
2/9/2012 9:02:51 AM
Leading Performance Apparel Manufacturer Selects inContact to Power Corporate Growth
Leading Performance Apparel Manufacturer Selects inContact to Power Corporate Growth
2/8/2012 12:59:13 PM
Francisco Partners' Portfolio Company API Healthcare Acquires Concerro
Francisco Partners' Portfolio Company API Healthcare Acquires Concerro
2/8/2012 12:59:12 PM
API Healthcare Acquires Concerro
API Healthcare Acquires Concerro
2/8/2012 8:02:44 AM
Call Center World 2012: In Pole Position with ASC
Call Center World 2012: In Pole Position with ASC
