Monet WFM Live will dramatically improve your call center performance

Monet WFM Live sets a new standard for ease of use and affordability of workforce management software. Call centers that use Monet WFM Live start improving services levels and reducing center costs without the upfront expenses and IT requirements of traditional software.

	Forecasting: Run simulations to calculate a precise forecast for future call volume, agent requirements and average handle time for any time interval of the day, based on historical data from ACD.
	Scheduling: Monet's advanced scheduling engine incorporates all call types and other activities to generate staffing schedules that optimize a wide range of factors, including agent availability, work rules, skills, holidays, breaks, service levels and center budgets.
	Intra-day Management: A graphical display of agents' schedules can be manipulated by dragging and dropping breaks, lunches and other exceptions. Real-time updates can be made to required and assigned agents instantly, and display surpluses and shortages for each time period of the day.
	Exception Planning: The integrated exception calendar simplifies scheduling of agent exceptions such as time off and one-time or recurring training meetings.
	Real-time Adherence: Compares planned agent activity to actual activities throughout the day, as well as real-time views of forecasted and actual call volumes, handle times and other key performance indicators.
	Configuration & Administration: Build an unlimited number of center splits or agent groups, each with its own set of service objectives and guidelines. Manage multiple sites and time zones. Set hours of operation by day of week, and service level goals down to 15-minute intervals if desired.
Performance Analysis: Easily report and analyze all agent activities including their schedule adherence and key performance indicators. Managers can review service level results, costs and revenue.
Simple ACD Integration:Collect data from your ACD and build a historical database. Capture your center's workload and work time statistics in real time.

Monet WFM Live delivers costs savings within weeks

The Monet Workforce Management solution will produce measurable improvements:

1. More efficient scheduling and agent usage: The savings associated with more efficient scheduling include reducing overall staff hours, need for overtime and identification of overstaffing. Call centers using WFM systems generally experience a minimum reduction of 2% of staff hours with an average potential savings in the 5 - 10% range.
2. Automation of scheduling tasks: Manual or Excel-based spreadsheet forecasting and scheduling consumes much of a supervisor's time. With WFM it is generally expected that at least 25% of the time, currently devoted to manual input, can be saved.
3. Reduction in workforce shrinkage: Many hours of work time are wasted due to excessive non-productive interruptions. A WFM system can provide historical and real-time information on agent schedule adherence and exceptions, for better management and staffing, reducing workforce shrinkage by 10 to 20 minutes per agent per day.

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