Workforce Management Feature Article
July 28, 2010
Call Centers Can Improve Service Levels, Reduce Operating Costs, with Monet's Workforce Management Software
By David Sims, TMCnet Contributing Editor
Officials at workforce management software provider Monet Software claim that call centers that use the company’s Web-based offering, Monet WFM Live, can improve service levels and reduce operating costs “without the upfront expenses and IT requirements of traditional software."
Specific functions of the company’s WFM Live offering include:
--Forecasting: Run simulations to calculate a precise forecast for future call volume, agent requirements and average handle time for any time interval of the day, based on historical data from ACD.
--Scheduling: Monet's advanced scheduling engine incorporates all call types and other activities to generate staffing schedules that optimize a wide range of factors.
--Intra-day Management: A graphical display of agents' schedules can be manipulated by dragging and dropping breaks, lunches and other exceptions. Real-time updates can be made to required and assigned agents instantly.
--Exception Planning: The integrated exception calendar simplifies scheduling of agent exceptions such as time off and one-time or recurring training meetings.
--Real-time Adherence: Compares planned agent activity to actual activities throughout the day, as well as real-time views of forecasted and actual call volumes, handle times and other key performance indicators.
--Configuration & Administration: Build an unlimited number of center splits or agent groups, each with its own set of service objectives and guidelines.
--Performance Analysis: Report and analyze all agent activities including their schedule adherence and key performance indicators.
--Simple ACD Integration: Collect data from your ACD and build a historical database. Capture your center's workload and work time statistics in real time.
--More efficient scheduling and agent usage: The savings associated with more efficient scheduling include reducing overall staff hours, need for overtime and identification of overstaffing. Call centers using WFM systems generally experience a minimum reduction of two percent of staff hours.
--Automation of scheduling tasks: Manual or Excel-based spreadsheet forecasting and scheduling consumes much of a supervisor's time. With WFM it is generally expected that at least 25 percent of the time, currently devoted to manual input, can be saved.
To take an online tour and learn more about Monet Software’s Web-based workforce management solution, click here.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Patrick Barnard