Call Center Workforce Management

Workforce management: How to move from "reactive" to "proactive" call center performance management?

noreply@blogger.com (Monet Software) — Tue, 15 May 2012 18:03:00 +0000

Performance Management Dashboard Performance management is a critical part of managing call centers and is essential to help you align your people,...

What is schedule adherence and why is it important in the call center?

noreply@blogger.com (Monet Software) — Wed, 09 May 2012 12:27:00 +0000

Schedule adherence is the degree to which agents stick to their schedules, measured as a percentage. Considering that staffing is the single biggest...

Workforce management unified with call recording

noreply@blogger.com (Monet Software) — Thu, 03 May 2012 19:39:00 +0000

It’s common knowledge that call recording software is a powerful tool for businesses to accurately capture voice conversations with their customers....

Workforce management software for call centers: How to convince your executive team

noreply@blogger.com (Monet Software) — Fri, 27 Apr 2012 16:41:00 +0000

Persuading senior management to change “business-as-usual” call center systems can be a difficult undertaking. A challenging economic environment...

Contact Center Scheduling and Forecasting Functionality

noreply@blogger.com (Monet Software) — Thu, 19 Apr 2012 16:44:00 +0000

What are the key functional components of a scheduling and forecasting solution for a contact center? Here is a quick overview: Forecasting: Ability...

Making Workforce Optimization Easy and Affordable

noreply@blogger.com (Monet Software) — Tue, 10 Apr 2012 18:53:00 +0000

We are very excited that Monet Software and our new solution suite Monet WFO Live was featured in the March 2012 issue of Customer Interaction...

Workforce Management + Call Recording + Quality Management

noreply@blogger.com (Monet Software) — Thu, 05 Apr 2012 12:31:00 +0000

We are very excited to announce the availability of Monet Record and Monet Quality, expanding our Workforce Management (WFM) offering to a unified...

Extend the value of workforce management software with call recording

noreply@blogger.com (Monet Software) — Mon, 26 Mar 2012 13:42:00 +0000

The goal of workforce management is to create a more productive work environment through the planning, management tracking and analysis of such...

Call Center Scheduling Methods, Tools and Techniques

noreply@blogger.com (Monet Software) — Mon, 19 Mar 2012 18:50:00 +0000

Over the years we have provided a list of practical call center scheduling techniques, methods and tips in this blog. In order to make it easier to...

Workforce Management Software Selection Guide for Call Centers

noreply@blogger.com (Monet Software) — Fri, 09 Mar 2012 17:55:00 +0000

Every call center has different needs. Size, structure, industry, type of calls and many other factors determine your unique requirements. However,...

Call Center Scheduling Tips - Part 2

noreply@blogger.com (Monet Software) — Wed, 07 Mar 2012 13:20:00 +0000

This is part 2 of our list of call center scheduling tips (here is part 1 in case you missed it): 5. Compare ACD logon time to time-clock...

Call Center Scheduling Tips - Part 1

noreply@blogger.com (Monet Software) — Tue, 28 Feb 2012 13:59:00 +0000

We have established a list of call center scheduling tips to keep your call center running efficiently, keep service levels increasing, and your...

Apple iCloud surges past 100 million users. Lessons for call center software.

noreply@blogger.com (Monet Software) — Thu, 16 Feb 2012 16:47:00 +0000

A recent article in Forbes reports about the tremendous growth of Apple's iCloud. Here is a quote from the article: "That’s 100 million iCloud users...

What is advanced real-time schedule adherence?

noreply@blogger.com (Monet Software) — Tue, 14 Feb 2012 10:00:00 +0000

One challenge in tracking and monitoring schedule adherence is that agents can have so many different non-call tasks, exceptions and states that it...

Call Center Scheduling in the Cloud: It's No Longer "If", It is "When"

noreply@blogger.com (Monet Software) — Tue, 07 Feb 2012 20:39:00 +0000

In 2012, "cloud computing" will continue to move full steam ahead. More and more call center software solutions such as CRM, PBX/ACD, and workforce...

Schedule Adherence for Call Centers - A Strategy Whitepaper

noreply@blogger.com (Monet Software) — Wed, 01 Feb 2012 18:55:00 +0000

Schedule Adherence still seems one of the top challenges for call centers. This new whitepaper talks about the challenges and how to overcome those,...

Call forecasting and call center scheduling spreadsheets? A few considerations.

noreply@blogger.com (Monet Software) — Mon, 30 Jan 2012 18:25:00 +0000

Sometimes, spreadsheets for forecasting and scheduling seem to be just fine. However, one of the biggest challenges in call centers - maintaining...

Important call center metrics: Service Level

noreply@blogger.com (Monet Software) — Tue, 24 Jan 2012 09:44:00 +0000

There is no "right" service level for a call center. The service level should be defined based on customer needs, behavior and expectation, aligned...

Contact center scheduling and forecasting overview

noreply@blogger.com (Monet Software) — Fri, 20 Jan 2012 09:20:00 +0000

Scheduling contact center staff is the "art and science" of having the right number of employees, with the right skills at the right times to meet...

Best call center forecasting & scheduling articles of 2011

noreply@blogger.com (Monet Software) — Tue, 03 Jan 2012 19:15:00 +0000

Happy New year! We just compiled a list of our top blog posts that got the most views by our readers in 2011. It is interesting to see that there was...

Call Center Management New Year Resolutions

noreply@blogger.com (Monet Software) — Tue, 27 Dec 2011 19:12:00 +0000

As you work on implementing new plans and strategies to further improve call center management and operations for 2012, it might be a good idea to...

Call Center Schedule 101 - tips, tools and best practices

noreply@blogger.com (Monet Software) — Mon, 19 Dec 2011 18:53:00 +0000

Every call center has different scheduling requirements. However, there are some tips and best practices that apply to most of them. Here you go:...

Adherence to schedule - a big challenge for your call center?

noreply@blogger.com (Monet Software) — Wed, 14 Dec 2011 19:21:00 +0000

Managing adherence to call center schedule is one of the most challenging jobs related to running a call center - making sure there is the right...

Call Center Forecasting Methods & Techniques

noreply@blogger.com (Monet Software) — Mon, 12 Dec 2011 18:02:00 +0000

Accurate forecasting is critical to successfully managing your call center. In order to meet call demand and avoid under- or over-staffing, you need...

Spreadsheets for call center forecasting and scheduling?

noreply@blogger.com (Monet Software) — Mon, 05 Dec 2011 08:05:00 +0000

The overwhelming majority of ongoing call center expenses are related to staffing (up to 70%). Having the optimum number of staff at the right time...