Workforce Management Featured Article
Save Money with Monet WFM Live
Workforce management (WFM) provides businesses with the tools they need to analyze customer interaction and make strategic decisions to increase overall efficiency and effectiveness. One of the number one reasons for using such a solution is its cost benefits, which include saving money on hardware, databases or a data center infrastructure, as the cloud exists in the digital space. It also allows for unlimited space without the need for buying new servers or software installations.
But just how much does it save for call centers? Monet Software took a few minutes to point of the top three areas a solution like its WFM Live will have on an organization in its ‘How to Calculate Cost Savings for Workforce Management Software’ whitepaper. Here is a quick summary:
1. More efficient scheduling and agent usage: Call centers using WFM systems usually experience a minimum reduction of 2 percent for staff hours with an average potential savings in the 5 – 10 percent range.
2. Automation of scheduling tasks: With WFM it is generally expected that at least 25 percent of the time currently devoted to manual input can be saved.
3. Reduction in workforce shrinkage: A WFM system can provide historical and real-time information on agent schedule adherence and exceptions, for better management and control of staff, reducing workforce shrinkage by 10 to 20 minutes per agent per day.
WFM Live sets itself apart from any other solution on the market because it is delivered via Software-as-a-Service, unlike other solutions that need hardware or software purchased and installed onsite. It has a low upfront cost and allows users to sign up for a low monthly fee that provides faster payback and lower risk. According to Monet’s graph below, call centers will see cost benefits within eight weeks of its first purchase, unlike traditional, premised-based WFM solutions.
There are a variety of workforce management solutions that can be utilized by a call center to increase productivity like call recording, which has the ability to make sure that agents are providing the utmost services by monitoring, scoring and analyzing interactions so managers can control how these interactions are addressed.
To learn more about such resources visit Monet’s Workforce Management channel for more tips and weekly updates about the industry.
Edited by Rory J. Thompson