Call Center Scheduling Featured Article
How Monet Customers Are Benefitting from WFM
Workforce management can go a long way in helping contact centers become more efficient and cost-effective.
WFM can be used to do more accurate forecasting, scheduling, staffing, and to address shrinkage. It can allow for more flexible schedules, with varied start, stop, and break times. And that can translate into happier agents and, thus, more satisfied customers.
Plus, cloud-based WFM solutions mean no upfront costs for businesses that operate contact centers. And the Monet Software (News - Alert) WFM solution features automatic software updates, full scalability, and guaranteed service levels.
“With the advanced functionality and the more accurate forecasting and scheduling made possible by WFM, as well as the data it delivers on agent performance, schedule adherence and KPIs, contact center managers can always be assured the contact center’s resources are being utilized in the most efficient and cost-effective manner,” says Monet Software’s Chuck Ciarlo.
Here’s a look at how several actual Monet Software customers benefitted from the company’s WFM solution.
One customer used the Monet Software WFM solution and in just two weeks saw a 20 percent bump in adherence. Another organization was able to trim the number of agents it needed from 119 to 94. And it did that while maintaining its 98 percent service level.
Another business that employed Monet Software technology found it was spending 20 fewer hours a week on agent schedules. Another outfit said Monet brought a center’s shrinkage down to 10-20 minutes per agent per day.
Call volume spikes are now no longer an issue for another Monet Software customer. Now its abandon rate is under 4 percent, and with fewer full time agents. With the Monet WFM Live’s forecast feature, some customers have cut idle time by 62 percent.
Edited by Mandi Nowitz