Monet's New WFM Videos for the Call Center

WFM

Monet’s New WFM Videos for the Call Center

Not only has Monet Software, a pioneer in scheduling software, created solutions that help organizations solve some of their biggest problems including meeting service requirements, but they have developed an array of videos on its workforce optimization tools that help users get a clear understand how they actually work through visuals.

Monet’s solution delivers value to call center operations by helping improve service levels and reduce costs, while simultaneously increasing employee morale through more predictable, flexible and efficient scheduling and staffing. Along with an introductory video to Monet Workforce Management (WFM), which sets a new standard for ease of use and affordability of workforce management software, are videos about each feature. They include:

• Forecasting
• Scheduling
• Intra-day Management
• Staffing
• Planning
• Interactive Dashboards

According to Monet these new videos show users how its Optimization solution connects all aspects of scheduling, skills, adherence, quality, metrics and compliance to meet the needs of the customer and help create more satisfactory customer experiences. They also demonstrate how to identify patterns and analyze metrics at various levels for training and quality assurance purposes, establishing quality standards and best practices. As an extra addition, users will be educated on how to combine quantitative and qualitative data for a complete assessment of contact center performance. 

One video that Monet wants to point out specifically is call center scheduling, which has been a consistent topic of the past week. For those who may not know, in order for call centers to efficiently function on a day to day basis it is imperative that they have an effective, systematic scheduling system in place to assure that each agent that creates a call with a customer will receive the utmost customer care.

Believe it or not, having the optimum number of agents at the right time, with the right skills, and in the right place helps call centers save money, as simple as this factor may sound.  Most call centers still use spreadsheets and other manual tools to manage their agents’ schedules, which often results in overstaffing and lower agent productivity. However, with Monet’s WFM software, these challenges are met with efficient tools that can help organizations create schedules that increase both profits and performance. To check out Monet’s videos, click here.

Edited by Blaise McNamee

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