How Monet Software's Scheduling System Can Help Your Call Center

As call centers continue to make headway in the industry, there is one factor that has been an overriding issue for organizations: proper scheduling. Although at first glance this might seem insignificant, efficiently scheduling agents is a critical part of a call center, as 60 – 80 percent of ongoing call center expenses are related to staffing.

Monet Software, a provider of workforce optimization solutions, has taken a strong stance on the issue of call center scheduling, as they believe having the optimum number of agents at the right time, with the right skills and in the right place is essential to call center success and profitability. Monet solves contact centers’ two biggest business issues: meeting service levels and controlling payroll costs. Optimizing personnel resources is critical for the call center, and in light of this issue, Monet offers a few pieces of advice for the industry.

Monet Workforce Management (WFM) sets a new standard for ease of use and affordability of workforce management software. Monet’s solution delivers value to your entire call center operation, helping to improve service levels and reduce costs while improving employee morale through more predictable, flexible and efficient scheduling and staffing.

• Forecasting
• Scheduling
• Intra-day Management
• Exception Planning
• Real-time Adherence
• Configuration and Administration
• Performance Analysis
• Simple ACD Integration

Monet also provides a complete suite for call centers to automate workforce management, call recording, quality assurance and agent analytics.

All aspects of the workforce with one affordable solution, resulting in better utilization of resources, better cost management and improved service levels. Monet Live unifies workforce optimization across multiple processes to better meet customer needs and deliver more effective customer service.

The system creates efficient schedules for incoming call volumes, tracks key metrics in accordance with a company’s business goals, and monitors calls for quality, training and compliance purposes, all in one integrated platform. In summary, the key differentiators are:

• Cloud based: Low monthly subscription, easy and fast to set up
• Ease of use and fast to learn
• Full integrated WFO allows data sharing and cross-functional planning and call center management (no more silos)

All in all, call center scheduling is a vital part of a call centers performance levels and should be considered during the decision making part when choosing a WFM suite. Here are four reasons why they should choose Monet:

• Easy and fast set up (typically in less than 60 days)
• Low and predictable costs (no big upfront investment for software, hardware and infrastructure)
• Fully integrated WFO: Even if the customer starts with WFM (Forecasting/scheduling) they can later easily add call recording, quality management and/or performance management without custom integration work
• Easy to use and learn

For more information on Monet’s WFM, click here.

Edited by Blaise McNamee