We just launched a new demo center for our unified call center workforce
optimization suite. The demo center makes it easier to browse through
the various call center workforce solutions and watch the videos you are
interested in. It is organized by the four solutions components of
Monet WFO Live: Workforce Management, Call Recording, Quality Management
and Performance Management.
- Workforce Management Overview: This video provides a short introduction to workforce management for contact centers and an overview of Monet WFM Live.
- Accurate Forecasting:
Learn how to run simulations to calculate a precise forecast for future
call volumes, agent requirements and average handle time for any time
interval of the day, based on historical data from ACD systems.
- Efficient Scheduling:
See how the advanced scheduling engine incorporates all call types and
other activities to generate staffing schedules that optimize a wide
range of factors - agent availability, expected call volume, service
level goals and center budget.
- Effective Staffing:
Learn how the solution helps call center managers and supervisors to
accurately forecast call volumes and conduct 'what-if' scenarios,
including seasonal call volumes and special days.
- Intra-day Management:
Watch how to track key metrics throughout the day and quickly update
required and assigned agents instantly, based on surpluses and shortages
for each time period of the day.
- Exception Planning:
See how an integrated exception calendar simplifies scheduling of agent
exceptions such as time off and one-time or recurring training meetings
for contact centers.
- Interactive Dashboards: Watch
how a graphical display lets call center managers and supervisors drag
and drop breaks, lunches and other changes to make updates to schedules
and staffing in real-time.
- Call Recording and Monitoring:
Learn how to easily capture, monitor and manage customer interactions
with call recording to improve your customer service as well as ensuring
Please take a moment and browse through the demo center and stay tuned for more videos coming soon.
- Quality Management and Assurance: This demo video is currently being produced and we will add it to the demo center shortly.