Call Center Scheduling Featured Article
Monet Software Touts the Benefits of WFM
At least 20 percent of contact centers still rely on spreadsheets to do forecasting and create schedules. A new Monet Software white paper explains why that is a big mistake. And it offers details on the benefits they can gain from using workforce management software instead.
“Forecasting and scheduling are vital components in the success of every contact center,” notes Monet Software (News - Alert). “Each plays significant roles in budgeting, customer service, and agent satisfaction. So there is no room for miscalculation.”
Inaccurate forecasting can result in agents who are sitting idle – but who call centers are paying. Or, conversely, it can mean contact centers are short on human resources, and that can result in long hold times, more frustrated customers, and lost business.
“An automated WFM solution can improve forecast accuracy, making sure all the necessary resources are always in place,” Monet Software explains. “It can also streamline the scheduling process.”
Monet Software says WFM solutions consider foreseen and unforeseen variables, agent exceptions, intra-day changes to forecasting and scheduling, and performance management reports. And it can work with the contact center’s existing hardware.
It adds that WFM also gives contact centers and their agents the ability for greater schedule flexibility. And that can lead to happier agents, lower shrinkage, and better customer experiences, Monet Software says.
“When agents can work the hours that work best for them, service levels improve,” it says. “While every request may not be accommodated, especially when some agents work part-time and others work from home, every time a day off request can be granted or an exception approved without impacting service level, it encourages positive job performance that reflects satisfaction with the company. Employee turnover will be reduced as well.”
Edited by Mandi Nowitz