Schedule adherence, an important metric for contact centers to track, is simply the percentage of time that customer support agents adhere to their sc…

A new study from the Kellogg School finds that first come, first served may not be the most efficient way to handle call center queues.

Many companies build work schedules from the point of view of their own convenience. How can we ensure we're not overstaffed or understaffed? What sch…

A comprehensive workforce management solution geared toward the needs of the call center is key to improving worker scheduling.

While no one has a crystal ball to look into (not one that works, anyway), call center managers are often expected to successfully see the future. For…

Studies show the predictive, stable work schedules for those in the call center and other industries can lead to health and other benefits.

Rigid contact center schedules may work well for businesses that have highly predictable call traffic, but most for most call centers, this isn't the …

As a contact center manager, you know that there are certain times of the day or the week that are the hardest to cope with. Whether it's Friday after…

While agents take a lot of the blame for poor customer service, the reality is that agents can only ever be as good as their tools, training and proce…

By improving scheduling in the contact center, you can save money, boost performance and ensure robust, high-quality customer support. Following are s…

Of all the managerial tasks in the contact center, building accurate schedules is possibly the most daunting. It's both an art and a science, and it r…

Today's call center is driven by the ability of agents to drive customer interactions. Higher quality experiences lead to better business results. Whi…

One of the biggest headaches in contact center operations is getting the balance of capacity right in a way that won't damage revenue. Sure, if you ov…

Workforce optimization solutions provide contact center managers with a fast and easy way to assess needs, assign resources, and understand performanc…

When businesses schedule too few people to work they can actually be losing money. And when workers don't show up for their scheduled shift everything…

Using sophisticated but simple-to-use software that can aggregate and analyze various demand and employee factors, and create forecasts and schedules,…

Cloud-based contact center, forecasting, and scheduling solutions can drive customer and employee engagement, lower business costs, and better outcome…

Today's WFM solutions provide real-time adherence tracking, visualization so contact centers in healthcare and other verticals can adjust to changing …

Contact centers need to understand shrinkage to create accurate forecasts and build appropriate schedules. Getting a handle on shrinkage causes and tr…

Monet Software announced Monet Workforce Management (WFM) is now available via Genesys AppFoundry. In AppFoundry, Genesys touts a vast selection of co…

We're all adults here. But let's face it, when it comes to dealing with customer service, we often act like children.

Tempers tend to flair when people have to wait in line, in traffic, or even on the phone. That's why wait time is such an important metric for call ce…

Want your agents to be excited about their work? Then give them something to get excited about.

Smart forecasting and scheduling considers the day of the week, the time of month, and factors related to seasonality as well as non-recurring events …

Creating contact center schedules that work for your organization and your customers can make the difference between keeping and losing business. And …

If there are 300 agents and each one misses just 10 minutes of work each day, that adds up to more than a week of lost work per year per agent, Monet …

Here are some common reasons for call abandonment and how you can prevent them in your contact center environment.

Monet Software unveiled the release of an integrated solution with Amazon Connect. The AWS Partner Network member is enhancing the Amazon call center …

To be successful, contact centers need to get a lot of things right. The factors that help make that happen include people, processes, productivity, a…

The spreadsheets call center managers have traditionally used to create and revise schedules are no match for the complexity involved in call center s…

Good contact center scheduling software can improve life for agents by making sure the appropriate kind and number of personnel is available to conten…

For best results with new platform adoption seek user input in advance, buy solutions that address key challenges, and take the time to train.

New WFM solutions don't require contact center organizations to reinvent the scheduling wheel every week. Instead, they leverage data on available and…

The need for a company like Duke to quickly call on employees of all stripes to help out with the recovery effort demonstrates the importance of being…

Holiday hiring has begun. This story talks about recent customer service hiring and staffing trends and what's happening this time around.

Workforce management solutions can automatically analyze the broad range of data needed to create precise forecasts, use that information to create sc…

Music can act as a form of escapism. That can be useful if a person is at the dentist, experiencing turbulence while flying, or even awaiting help in …

Music can act as a form of escapism. That can be useful if a person is at the dentist, experiencing turbulence while flying, or even awaiting help in …

Agent assessment forms provide contact centers with an opportunity to reiterate and reinforce overarching organization goals and desirable attributes.…

To discover what other factors are most responsible for agents not showing up for scheduled shifts, contact centers can implement Voice of the Employe…

Allowing agents to work from home broadens the pool of candidates. It can allow for greater scheduling flexibility on both ends. And it can decrease c…

Workforce management (WFM) software is crucial to creating an environment for success in your call center. Applied appropriately and the results will …

When call centers don't have adequate resources in place, customer service can suffer, and businesses can miss their target goals and lose clients and…

Call center managers may want to offer their best performing agents the most desirable shifts, or at least some flexibility in which shifts they work.…

More flexible call center scheduling can result in positive returns.

While the contact center wrestles with meeting modern customer expectations and compliance requirements, there is a brave new world ahead. Offering a …

Workforce management can help improve call center service levels.

Natural language processing and simple software development tools - that are low-code or no-code solutions - are helping organizations become customer…

Workforce management software can help contact centers strike the right balance between delivering the desired customer experiences and managing costs…

A 2017 study by Bentley University indicates workers across all generations value flexibility. So businesses can use scheduling flexibility as an empl…

WFO helps call centers calculate service levels.

How do you measure your success in creating those schedules? This piece explains how.

Some companies reward their top performers with trips to Disneyland or Hawaii. Others hand out giant bonuses. Recognizing and rewarding employees is a…

"The more you put into forecasting, the more you'll get out of it," says Monet Software's Chuck Ciarlo.

What to do when agents miss scheduled call center shifts; and how to prevent contact center absenteeism in the first place.

Workforce management solutions ensure adequate personnel are available to respond to calls, emails, texts, and social media interactions so organizati…

One discipline in which the contractor model has recently taken hold is in the call center industry. That's good for call center operators and their c…

Not all workforce management solutions are created equal. So when seeking a robust workforce management solution, it is important to ask the right que…

Anybody who knows about workforce management understands it can help contact centers understand demand and others factors. WFM systems help with forec…

Agents, like supervisors, need to hold some accountability for their actions. This includes being on time for every shift.

Supervisors have a tricky task when it comes to scheduling for a call center. Overstaffing can lead to wasted resources while understaffing can hinder…

For centuries, people have thrown caution to the wind walking tightropes across treacherous distances. Each step challenging gravity, as the only thin…

If you operate a contact center, chances are optimizing productivity and efficiency are daily issues to address. Workforce management is essential for…

Using forecasting tools can go a long way in achieving positive customer experiences and meeting key performance indicators.

Scheduling software makes setting call center schedules so much easier, more efficient, and effective. And that creates better experiences for agents,…

You can simplify your scheduling, reduce your costs, and improve your service levels today with more effective contact center scheduling.

Monet Software has come out with a Salesforce version of its workforce management solution. It meets customers where they are, integrating easily with…

Many organizations and administrators today continue to use spreadsheets for their call center scheduling. In fact, studies suggest at least 20 percen…

Having an efficient call center schedule is vital to ensure the highest in productivity while avoiding the inevitable missed or dropped calls.

At least 20 percent of contact centers still rely on spreadsheets to do forecasting and create schedules. A new Monet Software white paper explains wh…

A trend gaining traction in the call center is a flexible shift model, which enables an organization to take the copious amounts of call data collecte…

Using spreadsheets to do call center forecasting and scheduling costs and doesn't save businesses money. That's the word from Monet Software, which de…

A lot goes into properly scheduling agents, including forecasting peak call times, factoring breaks, planning for the unexpected, all while ensuring q…

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 foreca…

How can management guarantee a call center schedule? Here are a few tips for best forecasting possible.

So, how can management properly schedule agents so that no call goes unanswered? Here are a few tips.

A white paper from Monet Software explains how call center managers can work to improve agent adherence, and the role workforce management can play in…

Lost time can cost companies money. And absent employees can result in lost time and missed opportunities. So, when a worker begins to develop a patte…

What are some other key contact center terms and definitions? And what do they have to do with improving customer service and driving business outcome…

When it's done right, call center scheduling balances agent needs vs. call center capabilities, while accounting for shrinkage.

A vital component of this is scheduling properly. It is mission critical to properly man the fort for peak call volumes, and likewise, staff appropria…

Workforce management (WFM) software can properly readjust the schedule to accommodate any no-shows or call-outs for the day. Additional adjustments to…

Call center employers are supposed to forecast schedules based on the history of call volumes. However, there are times when these volumes can prove u…

A company called Q-nomy has introduced myVisit Chatbot. It enables service providers to offer customers the option of conversing with a computerized A…

The Veterans Crisis Line launched nearly 11 years ago and in that time, it has handled over three million phone calls. Additionally, it has dispatched…

According to a report from Information Services Group (ISG), enterprises prefer U.S.-based contact centers. The ISG Provider Lens Contact Center Custo…

Frost & Sullivan conducted a research study, "Growth Opportunities in the North American Hosted/Cloud Contact Center Market, Forecast to 2021," it was…

If you're involved in managing, funding, working in, or advising a call center, you know the big challenges the people and organizations in these envi…

Working from home is a schedule win. There is minimal impact when an employee is sick or there is a childcare issue. As long as there is an Internet c…

American Airlines is a cautionary tale when it comes to scheduling. But with the right processes and technology in place, call centers can get schedul…

The key to recognizing its value lies in looking beyond conventional parameters for communication, as well as seeing how cloud-based platforms create …

Businesses need to do their best to be ready for variations in call volumes. And they are best positioned to be ready if they do call volume forecasti…

When call center call volumes dramatically spike, how are you going to staff? This is an issue management faces, especially around the holidays. Tryin…

The importance of average handling time as a call center metric emphasizes the need for speed in this kind of environment. But what can you do to make…

Annualized, provisional scheduling helps call centers meet their needs, while providing agents with greater flexibility. That can result in better age…

In the case of an emergency, we have been taught to immediately call 911; three digits that can save a life. Unfortunately, callers are not always get…

Sometimes doing call center scheduling can be like herding cats. There are a lot of different factors to consider and techniques to apply. And there a…

New WFO solutions can help call centers do more accurate forecasts and be more efficient in how they set schedules.

Call center scheduling is like juggling plates. It involves lots of moving pieces. And if you don't do it just right, things can really fall apart.

Keeping call center attrition down and retention up is a trying and daunting task for management. Agents can get overwhelmed if a call center is under…