Workforce Management Featured Article
Kronos Incorporated and Monet Software Agree on the Importance of Scheduling
Choosing a workforce management solution can be a difficult one to make, as there are so many WFM packages on the market, which is why Monet Software, a provider of call center solutions, recently gave some advice to help their customers out. The company recommended that organizations search for a solution with WFM, call recording, quality management, screen capture and performance management/agent analytics. It’s that simple.
Kronos (News - Alert) Incorporated, a provider of WFM cloud-based solutions, has also revealed a new WFM design to their product list that they hope will make choosing a solution simple. Its Workforce Central 7 solution has made all aspects of WFM easier, including management, scheduling, labor costs, global deployments and following Affordable Care Act guidelines.
Like Monet, Kronos has taken an initiative to highlight the scheduling aspect of the WFM, which proves to be a very important factor, despite how people tend to undermine its importance. In order for call centers to efficiently function on a day to day basis it is vital that they have a systematic scheduling system in place to assure that each customer will receive the utmost customer experience. It is also the key factor in determining whether an organization is spending their money in the right places, as 60 – 80 percent of ongoing call center expenses are related to staffing.
Workforce Central 7 has capabilities that include configurable schedule views that make it easier for managers to display more employees at the same time to make faster staffing decisions, a customizable user interface improvements to support enhanced scrolling, panning, and collapsing of schedule data based on individual preferences, and new calendar views that employees can use to enter their availability and shift preferences.
Similar to Krono, Monet helps manage employees that are working from home thanks to the creations of VoIP and PBX (News - Alert) phones. For more precise scheduling, managers must monitor all day activities, like breaks, changes in call volume and training sessions, so that service levels are maintained. It has also released an array of helpful tips that can be used in the call center about these issues.
With the heightened sense of importance being place on call center scheduling, companies of all kinds are creating an array of solutions for this issue. For more information about Monet’s WFM solution, click here.
Edited by Blaise McNamee