Wednesday, October 31, 2012

Workforce Optimization Software Buying Guide for Call Centers

The software application magazine Enterprise Apps Today just published an article about workforce optimization software for call centers. It talks about the importance of workforce optimization as part of the overall call center strategy and highlights several vendors, interviews with executives and a buying guide for call center workforce optimization software.

Monet Software is mentioned as one of the leading vendors for workforce optimization software in the article. Please click this link to read the full article.

Tuesday, October 16, 2012

Call center performance management metrics and tips

Often, it is not the sheer number of different call center performance metrics that drive success, rather how well they are presented (graphics versus numbers), how accessible they are (now in real-time versus later) and how they relate to each other (having a big picture versus a "siloed" view). With rising customer expectations and cost pressure, call center performance management becomes ever more challenging. Here are three things to consider when thinking about improved and more effective call center performance management: 

Dashboards: Make data easy and simple to understand
There is that saying "a picture is worth more than a thousand words" - the same is often true for numbers. Having access to detailed reports with lots of numbers is necessary, however, often a simple dashboard with key metrics provides the right amount of information to see if you need to take action throughout the day.

Real-time: Make data actionable and pro-active
For some data and metrics it is fine to review them at a later point and draw conclusion, however, there are a few key metrics that you should get in real-time. This allows you to make changes right then, when you see an issue coming up, such as out-of-adherence, changing call volumes and call pattern (compared to your forecast).

Integration: Connect the "dots"
The challenge in a center is often to optimize one variable (metric) without compromising another. For example, a reduction in call time could impact call quality or customer satisfaction. If you have access to "connected" data you can better understand how one change might affect the overall performance of your call center. Also, it helps different teams and departments (that often act as "silos") better work together by sharing "cross-functional" call center metrics. Unified workforce optimization solutions that integrate workforce management, call recording, quality and performance management can help accomplish this.

If you would like to learn more, please watch the various call center workforce optimization videos on our website.

Thursday, October 11, 2012

Workforce management for contact centers

What makes workforce management software for contact centers so critical? Well, when customers are contacting your center, you have only seconds or minutes to take their call (before they hang up) or when you have agents ready and there are no calls, you are wasting money and resources. Especially for smaller and medium sized centers, higher fluctuations in call volumes make it more difficult to accurately forecast and then schedule agents that deliver a high service level, while also controlling costs. Here are key workforce management capabilities that make managing your workforce more effective and easier:
  • Forecast simulation: Simulations help calculate a more precise forecast for future call volume, agent requirements and average handle time for any time interval of the day, based on historical data from your ACD.
  • Scheduling of all activities: Scheduling engines should incorporate all call types and other activities to generate staffing schedules that optimize a wide range of factors, including agent availability, skills, holidays, breaks and service levels.
  • Exception handling: Integrated exception calendars help simplify scheduling of agent exceptions such as time off and one-time or recurring training meetings.
  • Intra-day management: Graphical display of agents' schedules provide alerts and better help manag breaks, lunches and other exceptions in your contact center.
  • Real-time adherence: Real-time views and comparison of planned agent activity with actual activities, as well as of forecasted and actual call volumes, handle times and other key performance indicators throughout the day.
 To learn more, you can watch a series of workforce management videos on our website.

Tuesday, October 2, 2012

Call center schedule adherence definition, impact and tips for improvement

This blog has published many articles and advice on call center schedule adherence and this topic seems to be on top of the list for many call center managers because we see a lot of interest. So, here is another summary of the top articles about schedule adherence for you:
There is also a whitepaper about schedule adherence you can download if you are looking for more information.