What are the benefits of real time statistics in a contact center?
If a manager discovers on Tuesday that Monday’s call volume forecasts were not matched to demand, adjustments can be made
How can I improve my service levels in my contact center?
There are several actions you can take to improve service levels. Start by improving forecast accuracy – when the right
How can I calculate shrinkage at my contact center?
The process for calculating shrinkage using the following call center shrinkage formula begins by determining your base staff requirements for
What are the benefits of workforce management?
There are several benefits to workforce management. Its efficiencies help contact centers to increase service levels and ensure service excellence,
How can I move away from scheduling on spreadsheets?
Many contact centers still rely on spreadsheets for daily forecasting and scheduling. It’s an imperfect system that results in lower
How can WFM increase productivity in my contact center?
Productivity requires an optimization of resources – at the contact center, that means having the right number of agents with
What does lack of schedule adherence cost a call center?
There are three areas that are immediately affected when your call center is out-of-adherence: Speed of answer to customers is
Monet Software Receives 2016 CUSTOMER Magazine Product of the Year Award
Monet Live WFO Honored for Exceptional Innovation Los Angeles, CA, 1/20/2016 — Monet Software, a pioneer in Workforce Optimization in
Monet WFO Named Product of the Year 2015
#1 leader in cloud-based workforce optimization has been honored with this prestigious award for second year in a row Los