- Workforce Management Overview: This video provides a short introduction to workforce management for contact centers and an overview of Monet WFM Live.
- Accurate Forecasting: Learn how to run simulations to calculate a precise forecast for future call volumes, agent requirements and average handle time for any time interval of the day, based on historical data from ACD systems.
- Efficient Scheduling: See how the advanced scheduling engine incorporates all call types and other activities to generate staffing schedules that optimize a wide range of factors - agent availability, expected call volume, service level goals and center budget.
- Effective Staffing: Learn how the solution helps call center managers and supervisors to accurately forecast call volumes and conduct 'what-if' scenarios, including seasonal call volumes and special days.
- Intra-day Management: Watch how to track key metrics throughout the day and quickly update required and assigned agents instantly, based on surpluses and shortages for each time period of the day.
- Exception Planning: See how an integrated exception calendar simplifies scheduling of agent exceptions such as time off and one-time or recurring training meetings for contact centers.
- Interactive Dashboards: Watch how a graphical display lets call center managers and supervisors drag and drop breaks, lunches and other changes to make updates to schedules and staffing in real-time.
- Performance Management with KPI's, Goals and Alerts: Watch how a graphical dashboard for display and interpretation of key performance indicators (KPIs) helps you improve overall call center performance.
- Call Recording and Monitoring: Learn how to easily capture, monitor and manage customer interactions with call recording to improve your customer service as well as ensuring regulatory compliance.
- Quality Management and Assurance: This demo video is currently being produced and we will add it to the demo center shortly.