Three Lesser-Known Variables That Can Impact Forecasting Data
Great forecasts are the result of many factors: collaboration with your marketing and sales teams, consistent agent performance that makes
Are Your Agents Getting Enough Sleep?
That may seem like an odd question: most contact center managers do not consider monitoring agent sleep habits as part
A Seasonal Approach to Shrinkage
Shrinkage is the time (or percentage of time) agents are not productive due to breaks, meetings, training, vacation, illness, absenteeism,
Do Customers or Agents Come First? At Some Contact Centers the Answer May Surprise You
“The Customer Comes First.” You’ll see those words next to the cash registers at mom-and-pop grocery stores, and on the
The Operational Advantages of WFM
Still considering whether to add a workforce management solution to your contact center? There are many reasons doing so is
The Holiday Preparation List
Yes, every year we do a blog on this. Because every year, many contact centers rely on increased holiday business
New WFM Report Highlights Social Media
The workforce management market for contact centers continues to grow, as more businesses discover the many advantages in efficiency and
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Keeping Agents Hungry
After you’ve interviewed, hired and trained a new agent, some contact center managers believe that part of the job is
Remote Agents: Making That System Work With Workforce Management
Ten years ago, the concept of a telecommuting workforce was just starting to gain acceptance. But we’ve seen a sizable
Cut Every Customer Call By One Minute
Add up how many calls your contact center receives every week. Let’s say the number is one thousand – now
Monet Joins Salesforce Advisory Board
After we debuted WFM for Salesforce, the company invited Monet to be join their Service Cloud Advisory Board.
Ditch the Spreadsheets
Find out why Monet WFM, workforce management in the cloud, represents a quantum leap forward from spreadsheets.