Still using spreadsheets to schedule your call center agents? Time to start saving money and improving customer service with hosted workforce management software!
As most people know, labor is the single biggest expense facing any call center. Getting the right number of agents in place to answer incoming calls, place outbound calls, respond to emails and handle Web contacts at any given point in time is critical: If you over-staff, you’re wasting precious company dollars – if you under-staff, you risk eroding customer service and killing employee morale.
Today’s hosted workforce management (WFM) systems help with this delicate balancing act by enabling call center managers can react more quickly to changes in call volume. Unlike spreadsheets, these systems sport advanced analytics capabilities that enable call center managers to forecast call volume, with a surprising degree of accuracy, and staff accordingly.
During the upcoming free webinar, “How Can Hosted WFM Software Cost Less Than Spreadsheets?” sponsored by Monet Software, industry expert Chuck Ciarlo, who successfully owned and operated multiple call centers, will show you how to reduce costs and improve service levels in these challenging times by replacing spreadsheets with a hosted WFM solution.
During the webinar, to be held at 10 a.m. PT (1 p.m. ET) on Thursday, December 17, attendees will learn:
--How much spreadsheet-based scheduling costs you every month;
--How the hosted or cloud computing model makes WFM easy and affordable for small to medium-size call centers;
--How the hosted model has removed the pain and costs of WFM software implementation;
--How you can use Monet WFM Live
to improve your call center forecasting and scheduling.
To register for this free, informative webinar, click here
. To learn more about this and other free webinars being offered by Monet Software, click here
Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.
Edited by Patrick Barnard