Scheduling in Real-time

It is vital that call centers have a systematic scheduling system in place to assure that every customer will receive the best customer experience. Monet Software, a pioneer in scheduling software, has not only created solutions that helps organizations solve some of their biggest problems that include meeting service requirements, but has also released an array of helpful tips that can be used in the call center about these issues.

The number one reason for dropped calls in the call center industry is extended call wait time. For most organizations, this means that there was something missed on forecasting, or an influx of customers decided asks a question on the same day. Whichever the situation is, Monet says that organizations must rely on call center scheduling solutions with real-time updates that adjust to forecasts and schedules.

According to Monet, by reviewing the forecast versus actual call volume and agent adherence, managers can then re-run forecasting and scheduling based on what is happening in the call center at that very moment. After this, the call center manager can update the schedule based on the current conditions, and adjust the staffing as quickly as possible so that all calls are being answered quickly and efficiently. Take a few moments to watch this short video to see intra-day call center scheduling in action.

Through Monet’s integration with a call center’s ACD, the statistics are updated throughout the day with the number of agents required to answer the calls and the number of agents that are actually working. The dashboard also has the ability to calculate any trends that are going on and display them right in the center so that a manager can respond to them.

Based on the daily trends, the supervisor can then adjust the forecast and see how the calls are running and modify the forecast, and then apply the trends for the day.

Every call center must accommodate any changes or random occurrences throughout the day, despite how they may have planned the call trends would unravel throughout the day. With Monet’s WFM Live software, managers have the ability to adjust and change in order to keep customer level experience at its highest expectations.

Along with scheduling solutions, there are a variety of workforce management solutions that can be utilized by a call center to increase productivity, and to learn more ways on how they can benefit the call center please visit Monet.

Edited by Alisen Downey