Improving Schedule Adherence
Schedule adherence plays a critical role in the success of any contact center. Workforce management (WFM) software makes the goal of optimal schedule adherence easier to achieve. How? Monet has created a video demo that illustrates the capabilities and key benefits of using adherence tracking and monitoring tools as part of a workforce management solution. Check out the video and learn about real-time schedule adherence: The video should prove particularly enlightening for any contact center still using spreadsheets. If that is how forecasting and scheduling is handled at your call center, this is the time to discover how a workforce management system can:
- Monitor agent status in real-time
- Monitor and analyze key performance indicators and trends to reforecast, reschedule, and adjust staffing levels
- Track and compare forecasted and actual center statistics
- Evaluate adherence and take action to improve performance
Not only will the WFM-generated schedules provide more accurate information, they will make a dramatic change in the manager’s schedule as well. How long does it take to run all of the necessary numbers with a spreadsheet? With WFM, managers can access better numbers more quickly, so they have more time to address other issues, or leave the office on time for a change.
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?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is