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Intra-day WFM Enables Real-time Decision Making

August 28, 2014

Let’s say you’re a contact center manager, and in your contact center there are 50-75 agents working on the lines, but your spreadsheet isn’t doing such a great job of tracking break times, lunch hours, and staff schedules. Does someone need a break? Are you adequately staffed for the day? Did someone call out sick?  Relying on a clipboard or legacy document isn’t going to keep things nice and neat. This is where workforce management (WFM) can help out.

Monet’s solution, Monet WFM Life, offers what is referred to as an “intra-day” WFM that gives managers a clear view of what needs to be done, all in one glance.

A workforce that is not working to its full potential means the contact center suffers. This inefficiency can spring up in any of the many links within the service chain. From forecasting and planning to scheduling, mobility and business analytics, this resource-intensive process is fraught with potential pitfalls and efficiency leaks.

In the contact center, everything has to be optimized, from customer demand forecasts to the shifts employees work, otherwise the ultimate end result is poor service.

In a contact center that deals with peaks and valleys of calls, creating a set of schedules that efficiently matches the workforce to the workload is a tremendous challenge. This is where Monet WFM Live helps out.

According to the company’s blog post, a manager can see if action needs to be taken, or if everything is running smoothly, all just by looking at a screen, thanks to Monet WFM Live.

Irrespective of the size of the contact center, workforce management is a challenge. In addition to making the right technology decision to help manage a workforce, it's also important to understand and address the most basic of workforce issues.

Are you looking for ways to accelerate your contact center’s performance? Have you considered a WFM solution?  

A WFM tool can help get that "just right" fit of timetables to minimize overstaffing and understaffing, making your contact center an efficiently-run ship. 

Edited by Stefania Viscusi

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