Wednesday, July 25, 2012

5 Strategies to improve call center schedule adherence

Strategies for improving Schedule adherence
Download whitepaper

One of the biggest challenges of running a call center is making sure that employees adhere to their schedules. Applying a strategic approach to improving adherence is crucial for contact centers struggling with rising costs, low service levels, and low customer satisfaction. This whitepaper summarizes five strategies to help boost agent adherence in your call center.
  1. How to quantify the cost and service implications of missing staff
  2. Learn about options for setting adherence performance goals
  3. How to identify the reasons why staff don't adhere to the schedule plan
  4. How to develop reward and consequence programs that support adherence goals
  5. How to effectively track, monitor and measure adherence
The whitepaper also explains how Workforce Management software helps call centers implement those adherence strategies more effectively. If you want to learn more about real-time schedule adherence, please visit also our main website.

Tuesday, July 24, 2012

Contact Center Workforce Software for a Better Customer Experience

TMCnet, a call center software publication, is featuring an interview with the CEO of Monet Software, provider of contact center workforce optimization solutions, as part of its launch of a new magazine called "Customer". The interview addresses the following call center related topics:
  • Improving the customer experience and customer interactions
  • Key developments in customer interactions over the last few years
  • What impact does CRM have on the customer experience
  • Impact of workforce management, call recording, quality management and call center metrics on the customer experience
  • The future of cloud-computing on the delivery of software
You can read the whole interview called "Monet Software Paints a Picture of the New Customer Experience" on TMCnet's website.

Friday, July 13, 2012

Call center workforce optimization - what is it and why is it important?

Many call center managers are still challenged with having the right number of agents with the right skills, ensuring that calls are handled in compliance with regulations and policies, while also delivering great customer service based on quality standards.Call Center Workforce Optimization (WFO) solution suites for call centers help automate workforce management, call recording, quality assurance and agent analytics in one integrated package. Call centers can quickly and easily optimize all aspects of their workforce with one solution, resulting in better utilization of resources, better cost management and improved service levels. Typically, WFO consists of the following modules:
  • Workforce Management
  • Call Recording
  • Quality Management
  • Performance Management and Agent Analytics
With a unified WFO solution, call centers can connect all aspects of scheduling, skills, quality, metrics and compliance to better meet customer needs and deliver more effective customer service. Managers and supervisors can easily identify patterns and analyze metrics at various levels for training and quality assurance purposes and establish quality standards and best practices. In addition, they can combine quantitative and qualitative information for a complete assessment of contact center performance. For example, if they notice a potential issue, they can easily drill down across functions to get to the root cause and develop tailored training and coaching programs to address it. Only an integrated WFO suite allows you to “connect the dots” and get the whole picture to quickly improve call center performance.

If you are interested in learning more, please watch the workforce optimization videos on our website.

Wednesday, July 11, 2012

Top 5 call center forecasting & scheduling articles for first half of 2012

We have seen tremendous interest in our Call Center Workforce Management blog over the last 6 months. We just compiled a list of our top blog posts based on page views. We also noticed that there was a lot of interest in "schedule adherence". This still seems to be one of the key challenges for call centers. Here is the top 5 list in case you missed some of the articles:
  1. What is schedule adherence and why is it important for a call center?
  2. Call forecasting and call center scheduling spreadsheets? A few considerations.
  3. Contact Center scheduling and call forecasting overview
  4. Important call center metrics: Service Level
  5. Workforce Management: How to move from "reactive" to "pro-active" call center performance management