Call Center Workforce Management

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...

How to Improve Agent Schedule Adherence in a Call Center

noreply@blogger.com (Monet Software) — Mon, 28 Nov 2011 22:40:00 +0000

Adherence: Are You In or Out of It? One of the biggest challenges of running a call center is making sure that employees stick to their schedules. A...

Important call center metrics: Shrinkage

noreply@blogger.com (Monet Software) — Thu, 17 Nov 2011 23:26:00 +0000

What's shrinkage? Shrinkage is the time (or percentage of time) agents are not productive due to breaks, meetings, training, vacation, illness,...

3 Ways to Simplify Call Center Scheduling

noreply@blogger.com (Monet Software) — Mon, 14 Nov 2011 13:16:00 +0000

1. Focus on a more accurate forecast Focus on forecast accuracy first to avoid under-staffing, minimize crisis situation, and constant shuffling...

How to improve intra-day call center forecasting and scheduling

noreply@blogger.com (Monet Software) — Tue, 08 Nov 2011 13:00:00 +0000

Fluctuation in call volumes throughout the day is still one of the key challenges in managing a call center. Common questions are: How to update the...

Workforce Management Software Comparison - What Features are Important?

noreply@blogger.com (Monet Software) — Thu, 03 Nov 2011 16:40:00 +0000

Call center workforce management software automates key tasks that have an immediate impact on the bottom line through more accurate call volume...

Call center management tips - part 2

noreply@blogger.com (Monet Software) — Sat, 15 Oct 2011 18:40:00 +0000

This is part two of our series "call center management tips" with strategies, practical tips, and best practices on how to manage your call center...

Twitter for Call Center Managers

noreply@blogger.com (Monet Software) — Tue, 11 Oct 2011 20:07:00 +0000

In case you have not seen Monet's Twitter profile please check it out. You can find useful and practical call center management related topics from...

Call center management tips - part 1

noreply@blogger.com (Monet Software) — Mon, 19 Sep 2011 20:17:00 +0000

The following is a list of practical tips, tricks and best practices on how to manage your call center more effectively and efficiently. In part 1 of...

The social enterprise – is your contact center ready?

noreply@blogger.com (Monet Software) — Tue, 06 Sep 2011 18:20:00 +0000

Last week at the Dreamforce conference, salesforce announced the Social Enterprise, the next step of connecting companies and employees with their...

7 Tips for improved schedule adherence in your call center

noreply@blogger.com (Monet Software) — Thu, 25 Aug 2011 21:44:00 +0000

Normal 0 false false false MicrosoftInternetExplorer4 /* Style Definitions */ ...

What does lack of schedule adherence cost a call center?

noreply@blogger.com (Monet Software) — Tue, 16 Aug 2011 21:50:00 +0000

There are three areas that are immediately affected when your call center is out-of-adherence: Speed of answer to customers is reduced (service level...

Call center workforce management software selection criteria

noreply@blogger.com (Monet Software) — Mon, 08 Aug 2011 22:07:00 +0000

Here is a list that should be helpful when selecting a workforce management solution: 1. Key functionality to consider: ACD integration for call...