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Workforce Management

Tips for more effective call center forecasting, scheduling and agent adherence

Featured Whitepapers

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Workforce Management Hints, Tips & Best Practices

Four Traits Possessed By Every Successful Call Center Manager

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What do you look for when it’s time to hire a call center manager? Experience is great but that doesn’t automatically the applicant was effective at their previous position. Promoting from within can be advantageous, as you’ll get someone who already knows the ropes at your company – but not every agent is management material. 

Wherever you look for your next manager, try to find someone with these four qualities.

Personable

Cracking the whip is not a helpful approach with agents who are already feeling stress through handling angry callers all day. The best managers are friendly, stay calm in times of stress, and can relate to the challenges of agents whether they ever answered a phone or not. Everyone wants to feel that their boss has their best interests at heart. 

Adaptable

When plans change, an effective manager is prepared to call an audible, and make the right adjustments to schedules and personnel. 

Knowledgeable

When agents or other company personnel have questions about software, scripts, schedules, shift changes or any other call center issue, managers should have the answers. They need to know (or learn quickly at a new company) how everything works. 

Confidence

Managers that possess the previous three qualities will almost always have confidence as well. That’s a trait that comes naturally with feeling comfortable in one’s position and eager to help others make the most of their day. Managers that project confidence create a healthy, positive environment throughout the entire call center. 

Now here’s one more question – when you find a manager with all of these traits, how do you make sure they don’t leave? One idea is to make sure they know they are appreciated. Monet’s Power User of the Month program is one way to achieve this – find out more here


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Yes, You Can Use (and Afford) Call Center Workforce Management

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Technology never stands still – but what makes it unique is how, in growing ever more sophisticated, it also becomes easier to use.

At least, that’s how it should work.

Looking back on the evolution of workforce management (WFM) for call centers, it wasn’t all that long ago that these solutions were as complicated as they were expensive. Those barriers restricted usage to only the biggest companies, who could afford to not only purchase the necessary software, but also employ an IT department to keep the technology running smoothly.

Those days are over – but every month we meet call center managers who priced WFM years ago, figured it was out of their company’s reach, and never looked back.

It’s true there are still products that require a substantial upfront investment, and integration that necessitates extensive personnel training. But today’s call centers also have other options. Better options.

One of them is Monet WFM Live. It utilizes a cloud-based workforce management model that offers all of the same performance advantages as traditional call center WFM software – more accurate forecasts and schedules (and less time required to create them), intra-day management, and greater insight into the day-to-day (and hour-to-hour, even minute-to-minute) operations of the business.

And because it is delivered in the cloud there is no need to invest in additional hardware and software. Installation and implementation are simpler as well. This is not a scaled-down solution with limited functionality – WFM Live offers all the same features as more expensive systems at a fraction of the cost.

No matter where you are located or how many agents you have on staff, the many benefits derived from WFM are within your reach. Check out a demo of WFM Live now


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Going to Salesforce Basecamp in San Diego? So is Monet Software!

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If you want to know about what’s new with Salesforce and help desk software, we know where you’ll be on July 18 – because we’ll be there as well. 

The Salesforce Basecamp for Service event will be held on that day at the Hyatt Regency La Jolla. If you’re planning to be there, please stop by and spend some time with us. 

Salesforce Basecamp is the place service desk professionals go if they want to deliver a faster and more personalized service experience. If that is one of your goals, we invite you to take a closer look at Monet WFM, Workforce Management for Service Cloud™.

Why? Because better service experiences begin with better scheduling processes and a more optimized internal organization. When Monet WFM for Service Cloud™ is integrated to the Salesforce™ Service Cloud™ case management system, help desks can create accurate forecasts and schedules, which boost customer satisfaction, customer experience and service levels.

Salesforce Basecamp also offers informative customer panels and presentations with thought leaders in the industry. The San Diego event features author Kerry Bodine, who is helping businesses understand the financial benefits of great customer experiences — and how their organizations must change in order to deliver them.

If you haven’t made plans to attend, it’s not too late. Just head over to the Salesforce website to register. We hope to see you there!


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Three Tips to Improve Your Call Center Script

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The script an agent uses to interact with customers plays a pivotal role in every engagement.

It should serve as a base from which to build a conversation that results in resolving any situation. But if a script is getting in the way of efficiency, by taking too long to move the discussion forward, it will have a negative effect on performance no matter how qualified the agent.

Perhaps it’s time to take a fresh look at your script. If so, here are three tips that will help you make positive changes.

1. Read it Out Loud

Sometimes you can write a line that sounds great on paper, but when it is read aloud it may sound clichéd or confusing. By “rehearsing” the dialogue, you’ll be better able to imagine how it will sound when read by agents and heard by customers. You’ll also be able to identify and remove any long sentences that might be difficult to deliver, and experiment with different greetings and closings to find the one that sounds best.

2. Build In Enough Flexibility

Conversations can be guided but they cannot (or should not) be forced. Flexibility and guiding prompts should be built into a script so agents can react to different situations and provide the most appropriate responses. When a customer is trying to express their confusion or frustration and continue to receive only pre-written expressions of empathy, it will just add to their irritation. This is an even more common issue in webchat; customers know every time copy appear on the screen that expresses a genuine response, as opposed to lines that were written months or years ago.

3. Listen To Your Agents

Agent input is essential to developing a better script. These are the folks on the front lines of customer interaction, and after only a couple of weeks on the job they will know which responses work and which do not. Along the way they may come up with better ways to express the same idea.


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Gazing Into Our Workforce Management Crystal Ball

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How will today’s workforce management (WFM) solutions change in the years to come?

At Monet Software we are dedicated to staying at the forefront of future developments. Of course, predictions for the future don’t always pan out – but here are five changes we expect to happen – most likely sooner rather than later.

1. Greater Functionality

Today’s WFM solutions, like Monet WFM Live, deliver data in real-time that allow managers to make adjustments to schedules and staffing, so customer service is not affected. Tomorrow’s WFM may react to forecast and scheduling discrepancies automatically, and make the necessary changes without manager assistance.

2. More Centralization

Monet offers WFM solutions for both front office and back office environments. But one day back-office integration will be fully incorporated into the system, so one solution will deliver an even broader view of how every department is meeting the needs of the customer.

3. More Omnichannel Flexibility

Customers are already taking advantage of emails and webchats, resorting to the telephone only when other channels cannot resolve their situation. Such transitions are tougher to predict, resulting in variables that can impact scheduling. But WFM will catch up quickly, easing those transitions so one agent can handle multiple channels.

4. Better Agent Training

It’s likely that WFM will play a greater role in training, by accurately identifying each agent’s top skills, and offering more assistance to agents that require more attention. 

5. More Mobile Devices

Call centers are still primarily comprised of agents at desktop computers, interacting with customers from workstations. But more people now use smartphones and other mobile devices for communication, and it’s hard to see how this won’t become more prevalent at the call center. The technology will remain cloud-based – it will just encompass a wider range of devices, including those supplied by agents.


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The Super Six

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The Top 6 Metrics That Improve Call Center Service

Every call center strives toward the same operating efficiency and customer service goals. However, each one is also unique, and faces its own specific operating challenges. 

The establishment of key performance indicators (KPIs) is the first step toward consistent performance. KPIs, which are optimally monitored and measured by a workforce management solution, provide the data that fuels analytics, testing, development, efficiency, and productivity. 

All of these measures are important. Here are the six that are absolutely essential.

1. First-Call Resolution

First-call resolution is the most highly correlated metric to customer satisfaction. A CFI Group study surveyed customers whose issues were not resolved in one call; it found that 43% said they would take their business elsewhere. An automated workforce management (WFM) solution is one way to improve first call resolution and encourage customer loyalty. With WFM it’s easier to implement a skills-based schedule so calls are answered by agents with the talent and experience to resolve them. It also allows managers and agents to use recorded calls to learn from mistakes and train new agents in proven company procedures. 

2. Schedule Adherence

Schedule adherence is still one of the biggest challenges for call centers. With workforce management, a call center can monitor and record the schedule adherence status of all agents in real-time. The system tracks data on every status related to this issue, from lunches to daily breaks to when agents log out. If a problem is discovered it can thus be handled quickly. In addition to a good solution, you also need to put solid processes in place, more about this in our whitepaper Five Strategies to Improve Schedule Adherence.

3. Forecasting

Forecasting is all about having the right number of agents with the right combination of skill sets in place every shift, every day. When that happens, call centers eliminate wasteful situations that result from overstaffing, and customer service issues that result from understaffing. Workforce management automatically collects, reviews and processes the data that delivers accurate forecasts, both in the short term and long-term.

4. Average Handle Time

Yes, WFM helps here as well through call routing. But this is an issue that also requires a fresh look at your script, and whether cuts can be made that won’t sacrifice service. Training refreshers for agents can also make a difference – and be sure to ask for their suggestions during these sessions. They might be able to help.

5. Employee Engagement

Workforce Management can play a prominent role in improving employee engagement, particularly as it pertains to schedule flexibility. Skill-based scheduling allows managers to better match agents with the types of calls they are most comfortable and experienced in handling.  This boosts both employee confidence and customer service. Flexible schedules are also more easily managed with WFM, so agents can balance obligations in their personal lives with work responsibilities. 

6. Abandoned Call Rate

According to the advertising analytics company Marchex, 62% of callers will abandon a call if they’re not speaking to an agent after one minute. Accurate forecasts and schedules delivered by WFM can help ensure that enough agents are always available to pick up calls in less than 60 seconds.


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Join Monet Software at Call Center Week 2017!

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What’s your lucky number? If you’re going to be in Las Vegas next month for Call Center Week, may we suggest 1320? That’s the booth where you’ll find us in the Mirage Resort, June 26-30.

Make sure you stop by. We look forward to this annual get-together and the chance to meet and talk shop with fellow call center industry professionals. Discussing your challenges inspires us to work even harder to find new answers. 

At this year’s event we’ll be focusing how Monet’s award-winning workforce management solution seamlessly integrates with Salesforce™ Service Cloud™ to deliver:

  • Improved case and chat management
  • Better forecasts
  • Real-time workforce visibility
  • Greater customer satisfaction

For businesses with helpdesks, this is a real breakthrough. And members of the Monet team will also be there to talk quality monitoring, performance management, speech analytics, and how our award-winning solutions have helped so many companies deliver more efficiency to their call centers. 

If you’ve never been to Call Center Week before, make sure you budget enough time to see as much as possible. This year’s itinerary includes workshops with such titles as “Create a Culture of Engagement,” “Empower Your Team to Deliver Personalized Service Across Channels” and “Differentiating Customer Experience in the Age of the Mobile Consumer.”

In addition, CCW 2017 features master classes on “Hiring for Retention: Building Blocks for Staffing your Contact Center for the Next Generation,” as well as sessions on networking and digital transformation. 

You’ll also have a chance to tour the Zappos headquarters, and find out how their unique customer service philosophy has inspired consistently strong sales. 

We look forward to seeing you at booth #1320!


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Call Center Service: Crunching the Numbers vs. Caring for Customers Workforce Management is the Key

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There is a delicate balancing act taking place almost every day at almost every call center. 

On one side of the scale there are KPIs that measure how long a customer waits to reach an agent, how long the call takes, and how often the issue described is resolved without the need for further calls. On the other side is the quest to provide caring, quality customer service, which is not so easily measured on a graph or a pie chart.

Did we say it was a delicate balancing act? Sometimes it’s more like a tug of war. 

But with workforce management it doesn’t have to be. 

If you have well-trained agents in place who know how to speak to customers with different concerns and personalities, you’re halfway home. It is their job to make callers feel valued, to calm angry emotions and to represent the company in a positive way, so that caller will stay a customer even if they had a problem. 

That takes time – more time, perhaps, than the number crunchers among your management team would care to allocate. Workforce management, especially when combined with speech analytics, allows agents to quickly access customer records so they don’t have to ask for information that might be helpful. It may also prevent having to transfer to the call to other representatives, always a frustrating experience for the caller.

The right technology can also spot trends among customers faster and easier, which moves the call forward to the successful resolution stage. 

If you are still using spreadsheets and are considering a workforce management system, we encourage you to read one of the following whitepapers:



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Introducing: The Benefits of Workforce Management

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When call centers add Monet WFM Live Workforce Management to Evolve IP’s award-winning contact center solution, the result is a more efficient call center operation. 

If you haven’t yet experienced the difference automated workforce management can make, here are just five of the ways it will boost the productivity of your agents and your business. 

1. Better Forecasts 

Workforce management automatically processes all relevant data to deliver more accurate short-term and long-term forecasting projections. And when forecasts are more accurate, it means fewer instances of overstaffing or understaffing. You’ll always have the right number of agents for every shift. 

2. Better Schedules

There are a multitude of agent non-call activities that must be considered when creating a schedule. Monet WFM Live makes these non-call activities part of the forecasting and scheduling process. This is especially important since customer engagement today is based on many different channels such as phone, email, webchat and social media. 

3. Tracking Adherence

Schedule adherence is still one of the biggest challenges for call centers. With workforce management, a call center can monitor and record the adherence status of all agents in real-time. The system tracks data on every status related to this issue, from lunches to daily breaks to when agents log out. If a problem is discovered it can thus be handled quickly. 

4. Intraday Forecast/Schedule Management 

Intraday management is always a challenge. Workforce management monitors intraday workload information (planning, controls, deployment strategies) that will produce pre-emptive rather than reactive actions for managers, which can then be communicated to agents. 

5. Exception Handling

Workforce management manages and processes exceptions in a way that communicates all necessary information to all parties concerned, accepts or rejects each exception instance based on company criteria, and makes certain everyone is on the same page so there is no confusion on the part of the agent or management.

Find out more about Monet Software Workforce Management



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When Helpdesks Need Efficiency Help, Where Should They Turn?

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The cases never stop coming at a busy helpdesk, posing a challenge for even the most dedicated teams.

Part of meeting that challenge is staying ahead of the technology curve. Solutions are available that can boost agent visibility while also providing consistent customer service. Is your helpdesk taking advantage of them?

One may already be familiar to you: Salesforce™ Service Cloud™. But you may not be aware that Salesforce™ Service Cloud™ can be integrated with Monet’s award-winning workforce management solution, WFM Live. 

When that happens, you’ll instantly achieve greater visibility into the day-to-day operations of the service desk, resulting in: 

  • Improved case and chat management
  • Better forecasts
  • Real-time insight that corrects service issues quickly
  • Greater customer satisfaction

The best part? With one solution you’ll have the confidence of knowing you are on the cutting edge of business software. And once you’re there, you’ll stay there. Any new updates, versions or changes are automatically installed at no additional cost. 

Find out more about integrating Monet Workforce Management and Salesforce™ Service Cloud™


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Did You Know: Monet Workforce Management Integrates With Salesforce™ Service Cloud™

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Helpdesks know that the best customer service happens when the right number of agents are doing the right job at the right time. 

But without workforce management (WFM), it can be difficult for managers to maintain service levels given their limited visibility into what agents are doing, and how they are doing it. 

Thousands of companies have already discovered how Salesforce™ Service Cloud™ delivers faster service at a lower cost, while streamlining communication between customers, employees and partners. But for all of its outstanding features, it can’t deliver the WFM that eliminates guesswork and time-consuming processes. 

The Solution: combining Monet’s award-winning workforce management solution with Salesforce™ Service Cloud™. 

Seamless integration between the two efficiency solutions is easily achieved with no required hardware. Data passes to Monet Live, WFM for Salesforce™ Service Cloud™ through a widget atop a console via a streaming API. 

Now, with data that clearly shows what is working what is not, new methods can be implemented (such as matching employee skills to specific tasks) to optimize agent productivity. 

If you’re a Salesforce™ Service Cloud™ customer, isn’t it time you find out what you’ve been missing?

Learn more about integrating Monet WFM Live with Salesforce™ Service Cloud™


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Managing PTO and Call Center Agent Vacations

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The warmer weather outside means summer is coming – and what is it that comes with summer?

In the call center business, the answer is summer vacations. If paid time-off (PTO) requests from agents haven’t already started to escalate, it’s probably going to happen any day now. And while your agents look forward to those welcome respites from customer complaints, their days off can cause headaches for call center managers. 

If it’s your job to coordinate schedules and agents on different shifts with different skills, PTO is just another variable in a process that is already difficult – at least, at those call centers without a workforce management (WFM) solution. 

WFM streamlines PTO processes, and take some of the pressure off both managers and agents. 

Monet WFM Live can be used to plan and track PTO accruals. The system automatically enters all necessary information into the contact center’s schedule and staffing roster. It is also possible to integrate the WFM system into the company’s human resources system to track and manage all related data.

Once the system is in place and procedures are established, Monet WFM Live can also allow agents to schedule their own PTO. That results in happier agents, which is not only great for their peace of mind, it could keep them on the job longer. 

Given the rising costs of hiring and training new agents, any action that boosts agent satisfaction should not be ignored. 

If time-off planning is too time-consuming at your call center, call us to find out how you can start handling PTO more efficiently.


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Call Center Workforce Management: One Solution, Five Problems Solved

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The best thing about adding workforce management (WFM) to a call center is not how efficiently it solves one workplace issue – it’s how it solves several challenges simultaneously.

We’ve selected five of the most common call center problems that WFM can help resolve – but there is plenty more where that came from.

1. Forecasts

Forecasting is all about having the right number of agents with the right combination of skill sets in place every shift, every day. When that happens, call centers eliminate wasteful situations that result from overstaffing, and customer service issues that result from understaffing. Workforce management automatically collects, reviews and processes the data that delivers accurate forecasts, both in the short term and long-term.

2. Schedules

Scheduling should take both calls and non-call activities into consideration. Some scheduling methods fall short here, but a WFM solution considers all of the variables throughout the forecasting and scheduling process.

3. Adherence

Creating schedules is one thing – making sure agents adhere to those schedules is something else entirely. Usually you can figure out what happened after the shift is over, but what good does that information do when it’s too late to act on it? With workforce management, a call center can monitor and record the schedule adherence status of all agents in real-time – that includes log in time, log out time, lunches and breaks. If a problem is discovered it can be handled quickly.

4. Intraday Forecast/Schedule Management

Intraday management is always a challenge due to particularly complex resource considerations. An integrated WFM solution should be able to monitor intraday workload information (planning, controls, deployment strategies) that will produce pre-emptive rather than reactive actions for managers.

5. Exception Handling

Workforce management will manage and process exceptions in a way that communicates all necessary information to all parties concerned. It accepts or rejects each exception instance based on company criteria, and makes certain everyone is on the same page so there is no confusion on the part of the agent or management.


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Transform your COST center to a Call Center

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It’s expensive running a COST Center. But it’s possible to convert your business back into a quality call center by cutting costs that don’t impact customer service.

How? Here are a few tips: 

Ditch the Spreadsheets

When spreadsheets are replaced by a workforce management solution, a cost savings will immediately result from improved schedule adherence and optimization of daily agent rituals like breaks and lunches. Savings? As much as 10-20%. 

Speech Analytics

Speech analytics delivers better marketing intelligence in other areas at a fraction of the cost of traditional methods. It also recognizes trends in what customers are asking about – that could influence new product development or changes to existing products and ultimately boost sales. 

Switch to the Cloud

No upfront investment for hardware and software is required for workforce management or workforce optimization in the cloud. Instead, call centers pay a monthly subscription fee that, in many cases, will also cover training, support, maintenance and upgrades. Operating costs are lower as well, as there is no need for backups or hardware replacement.

Monet has created a more detailed explanation of how to save money through workforce management in the cloud. The numbers don’t lie – here you’ll find a formula that will let you calculate the specific cost savings that can be achieved when WFM makes schedules more efficient, automates the forecasting and scheduling process, and reduces shrinkage. 

Click here to read How to Calculate WFM Savings – it may be the first step toward converting your COST Center back to an efficient call center.


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Too Busy To Improve? Why WFM Should Be Your Top Priority

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There is an anecdote in Steven Covey’s book The 7 Habits of Highly Effective People that would apply to many call center managers.

It’s about two lumberjacks working side by side, both trying to cut down massive trees with dull saws. Finally, one of them decides to stop and get his saw sharpened, and returns an hour later to finish the job. Now that he has discovered how much easier the work has become, he encourages his coworker to follow his example. But the other lumberjack replies that his job is taking so long that he doesn’t have time to stop and sharpen his saw.

The takeaways here are obvious: It’s always better when work can be completed faster, and those who never change their work regimen will never see improved results.

This is, sadly, a common occurrence at busy call centers, where managers spend so much time calculating daily forecasts and schedules, dealing with staffing issues and trying to track agent adherence that there are not enough hours in the day to explore how these inefficient systems can be upgraded.

The WFM Difference

Sooner or later, however, most managers realize at last that changes are necessary. And when they do they can look to workforce management to sharpen their collective call center saw, so all of their work can be completed faster and with more accuracy. 

In the area of management discipline, WFM addresses:

  • Intraday Reviews, Adherence and Exception Management 
  • Forecasting and Scheduling Best Practices 
  • Quality management and Performance Management Coaching, Training and Role Playing

In the area of process design and improvement, WFM helps with:

  • Call Handling Analysis 
  • Benchmark Analysis
  • Activity Summaries and Details 
  • Work Standards 
  • Quality Form Review and Feedback
  • Evaluation of Coaching Techniques and Calibration
  • Staff Flexibility 

That’s a lot of change from just one solution. And when WFM is delivered in the cloud, it can be implemented without a large upfront cost. That makes efficiency more cost-effective as well. 

Tired of sawing with a dull saw? Find out more about Monet WFM Live


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Lower Call Center Labor Costs with Workforce Management

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This year more than 20 states will be required by law to raise their minimum wage. From Florida to Alaska, Massachusetts to Arizona, call centers that hire entry-level agents at a minimum wage will have to pay anywhere from ten cents to two dollars more per hour, every day. 

While agents will certainly be delighted with the raise, call center managers will need to budget for these payroll hikes. 

One way to do so is with a switch to workforce management software. 

Several Monet WFM clients have been able to reduce the number of agents required per shift, without sacrificing customer service. The achievement of more accurate forecasting and scheduling allowed one insurance call center to go from 119 agents to 87 agents. A financial services call center reduced agent headcount fro 550 to 510, while also reducing costly overtime by 25%. That equates to an annual savings of more than $350,000.

Yes, workforce management does require an additional investment. But with WFM Live, Workforce Management in the Cloud, there is no need to buy servers or other IT equipment, or IT resources required to set up and operate the system. There is also no large upfront cost for the software – call centers pay an affordable per user license. 

And in addition to cost savings, WFM delivers more accurate skill-based scheduling, the ability to track adherence in real time, and improve agent productivity. 

So if minimum wage is not as minimum as it used to be in your state, workforce management provides a way to reduce escalating labor costs – and improve service at the same time. 

Find out more about Monet WFM Live


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Love Excel? Then you’re going to really Love WFM!

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Many small and midsized contact centers still rely on Excel for daily forecasting and scheduling instead of workforce management software. 

The question is why? Do they really just love spreadsheets that much? Or have they grown so accustomed to this system that they no longer realize there is a better way?

Excel was a time-saver – once. Today, it’s an imperfect system that is likely costing your call center money. How?

Two of the key drivers for cost savings are schedule adherence and optimization of daily agent rituals like breaks and lunches. Excel spreadsheets are extremely limited in the impact they can have on these crucial challenges. 

Schedule Adherence

With spreadsheets only limited spot-checking is possible. Without real-time adherence, shrinking will increase, and shifts are more likely to be over-staffed or under-staffed. When that happens resources are wasted and service levels are missed. But where Excel falls short, workforce management delivers real time adherence and monitoring. Result? Consistent, accurate service levels, and shrinkage cut by as much as 15 minutes per agent day.

Optimizing Downtime

The scheduling of lunches and breaks, and how well agents adhere to these schedules, can have a tremendous impact on ROI. At most call centers shrinkage rates can be greatly reduced with an effective WFM solution, depending on the size of the business. And when shrinkage rates fall, productivity and profits increase. 

The More Agents You Have, the More You Save

While Excel is more commonly found in smaller call centers, we’ve also discovered that many of those with 100 agents or more are also using spreadsheets. Here, the inefficiencies of the system are multiplied, resulting in much lower customer service and higher costs. 

When an increase as low as 1% in productivity can significantly impact the call center budget, it is imperative to identify areas where efficiency can be improved. 

One of these areas is flexibility – the limitations of Excel result in fixed schedules that can produce higher shrinkage and overstaffing. But with WFM it is easier to manage start times, end times and breaks with an ease of flexibility that dramatically improves service levels. 

Managers can also consult more detailed and accurate call histories with WFM, resulting in better forecasts. 

Scheduling? Also much faster. Some managers can save as much as 25% of the time once devoted to filling in spreadsheets – time that can now be used for additional agent training or to attend to other matters. 

Still love Excel? Perhaps it’s time to look for a new relationship.


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Maximizing Casework Efficiency With WFM for Service Cloud

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Call centers receive calls and emails. Helpdesks receive cases. The difference is often one of complexity. Some calls can be handled quickly, but most cases require more time and effort to be resolved. 

Knowing this makes the challenge of efficiency even more important. Thankfully there is a solution, and in its basic functionality it’s the same as the one now being employed at thousands of call centers – workforce management.

Think of what is required for casework efficiency:

  • Adequate staffing
  • Accurate forecasts
  • Providing a customized experience for every customer
  • Schedule adherence
  • Intra-Day management
  • Tracking workload 

It sounds like a lot to have to get right. But all of these challenges can be effectively managed with Monet’s WFM for Service Cloud. It represents a significant step for helpdesks wishing to increase customer satisfaction, customer experience and service levels. 

This is cutting-edge technology that has not always been available to the helpdesk market, where agent adherence visibility and casework tracking has been more dependent on educated guesswork than hard numbers. 

Monet’s WFM for Service Cloud is the result of years of researching into the easiest and most reliable technology solutions that would allow a helpdesk to build accurate forecasts and optimal schedules in real time. 

Using knowledge picked up over more than 15 years of serving the helpdesk market, we’ve found a solution that maximizes casework efficiency by delivering more insight into how cases are managed, and the time investment required to address them. 

Find out more about WFM for Service Cloud


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Four Call Center Customer Support "Musts"

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Look at any survey about customer service and you’ll find that billions of dollars are lost each year when it is not handled efficiently.

Service is at the core of every call center function, and toward that end managers invest time and capital into a wide array of technology and employee training efforts.

There are many steps that can be taken to boost service. But some of them are really no longer options given the state of the industry and customer expectations. Here are four ‘musts’ that should be part of any call center operation.

1. You must allow customers to switch channels

According to the Harvard Business Review, more than half of all call center customers will at some point attempt to get something done online, but will have to switch to a phone call to make it happen. That transition should not only be possible, but also be actionable in a way that all information provided online is transferred to the agent so it does not have to be repeated.

2. You must provide self-service options

Not every customer issue requires a phone call. Self-service customer portals are not only convenient; they will also reduce call volume.

3. You must answer calls promptly

Everyone is less patient now because we’re accustomed to the instant responses technology provides online. Call centers cannot always provide that same instant response, but that won’t prevent customers from expecting it. Keep people on hold too long and they won’t be customers anymore. The forecasting and scheduling tools in a workforce management solution make this goal much easier to accomplish.

4. You must be able to handle service requests via mobile app

A Salesforce survey predicts that the number of inbound customer service requests via mobile app will increase by 38% over the next year. If your company does not provide this capability, there’s a good chance your competition does.


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Five Technology Solutions Found at State-of-the-Art Call Centers

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In technology, as in many other aspects of business, there is a need to keep up with what the competition is doing, so as not to fall behind and risk losing customers.

As we continue to get up and running in 2017, where are state-of-the-art call centers focusing their time, attention and budget allocations? Here are five solutions you’ll find at most of them. How does your call center measure up?

1. Speech Analytics

Real-time speech analytics is being used to improve agent training (and encourage self-training), track compliance, and gauge customer needs and emotions in a way that improves the likelihood of a successful engagement.

Call recording is still important, of course. But speech analytics turbo-charges the value that can be attained from these calls. The software automatically processes and identifies important keywords and phrases, allowing you to quickly find calls related to specific issues and challenges. It also provides automated alerts when a new relevant call is received. 

2. Closer Ties to Marketing

When the call center and the company’s marketing division share technology and customer data, the result is an end-to-end view of each customer’s journey. Such insight can deliver improved customer service and retention.

3. Availability Scheduling

Some call centers have found that providing agents with more flexible scheduling options results in less attrition, which leads to costly recruiting, hiring and training of new employees. With a workforce management solution, it is much easier to fit flexible and even self-scheduling options into accurate forecasts.

4. Chatbots

They are nowhere near the mainstream yet, but 2017 may be the year that more call centers embrace chatbots to handle more basic calls and queries. They will not replace agents, but they should lighten an agent’s workload so he or she can focus on the more difficult or complex customer issues.

5. The Cloud

Last but certainly not least, there is continued acceleration in the trend toward call centers moving into the cloud to avoid significant infrastructure investment. Workforce optimization in the cloud delivers all of the data a manager needs for accurate forecasts and schedules, but at a fraction of the cost of an on-premise system.


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Five Questions to Ask if Call Center AHT is a Problem

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Average handle time (AHT) is a call center metric for the average duration of one transaction, typically measured from the customer's initiation of the call and including any hold time, talk time and related tasks that follow the transaction.

 If AHT is a persistent problem at your call center, here are five questions to ask. The answers might result in positive change.

 1. Have you streamlined your script?

Too many questions and too much verbiage can add precious seconds to calls, while accomplishing little in the way of customer satisfaction. Review your call scripts for any ways to trim the fat.

 2. Are you routing calls effectively?

A workforce management solution can route specific types of calls to the agents most qualified to handle them efficiently.

 3. Are your agents receiving the best training?

Ongoing coaching and training is essential, but if AHT is still a problem then more of these sessions should be geared toward solving this specific problem.

 4. Do you have an ‘anti-babble’ strategy?

Sometimes callers just won’t get to the point. Have you come up with ideas on how agents can politely but firmly take charge of the call and keep them on track?

 5. Have you asked agents for their input?

Your agents are on the front line of any AHT initiative. They may have ideas on where too much time is being spent, and how to handle some types of calls more efficiently.


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Ten Ideas for Encouraging a Positive Call Center Culture

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There are enemies at the door every day at a call center – inaccurate forecasts, average handle time numbers headed in the wrong direction, angry callers, employee turnover.

Workforce management software can get the forecasts and the KPIs under control. Angry callers will always be with us, and they may be one of the reasons why agents leave. Since disgruntled customers can never be completely eliminated, the best way to reverse those high turnover numbers is to give agents a reason to stay. 

What is the culture like at your call center? How does the workspace look? How do agents feel when they start their shift every day? There are steps that can be taken to boost workplace culture and morale and help to keep spirits up, even when the work itself can be tedious and challenging. 

Try some of these ideas at your call center! 

1. Family Social Events

You know your agents – but have you met their spouses and kids? By arranging family events throughout the year – bowling tournaments, visits to local attractions or amusement parks – agents will get to know each other better and you’ll meet their families in a relaxed setting. Socializing in this way contributes to a positive culture, and encourages agents to think of their coworkers as a second family – and that will keep them around longer. 

2. Special Days Off

Many companies allow agents to treat their birthdays as a paid day off. It’s a nice gesture that makes them feel appreciated, and since these days can be planned for, it makes it easier to forecast and schedule around them. Some call centers take this concept a step further, allowing additional time off for special events such as a wedding in the agent’s family that requires out-of-town travel, or even something less momentous like a day off to go Christmas shopping. And for the ultimate in agent appreciation, offer one or two “Duvet Days” each year; these are days that can be taken off at short notice, with no explanation required. 

3. Rewards

We’ve mentioned this before but it’s always worth repeating – agents like to feel appreciated, especially when that is expressed through some reward for their consistent work. It encourages healthy competition among shifts and gives struggling team members a goal toward which to strive. Bottles of wine, restaurant gift cards, movie passes and extra days off are all worthy incentives, and perhaps a special annual prize could be reserved for your best performing agent each year. Trophies and certificates are nice too – but in this era when everyone gets a trophy just for participation, they are no longer enough. 

4. Breakfast

They say breakfast is the most important meal of the day, so why not help your morning shift agents get off to a positive start with a free breakfast? A few fresh pastries, or dry cereal, coffee, tea and juice won’t break the company budget, and will be appreciated. It can also help agents start their shift feeling more alert and more focused. At some call centers in England, a tea trolley serves tea and toast to agents at their desks. Classy – but potentially messy. 

5. Volunteer Projects

Encouraging agents and other employees to participate in community projects is not just good for morale – it’s the right thing to do. It allows agents to help organizations that are important to them and it can generate some positive media coverage for your company as well. Depending on the size of your team, giving each agent 3-5 days a year of paid leave to pursue these projects will have a positive effect on morale and on the community. 

5. Extra Help for Agents That Need It

Ongoing training should already be a part of your call center regimen – but there may be times when agents still require additional help on hitting performance targets. Keep in mind that the extra hours devoted to discussing these issues, working with them on improvement, and encouraging them throughout the process are a bargain compared to costs incurred in recruiting, hiring and training new agents. 

7. A Positive Start

Any new job is stressful. Chances are your call center has some sort of orientation program that follows initial training, but why not take this a step further? Spend some extra time with a new agent in his or her first week. Give them some welcome aboard gifts to further ease the transition. As the old saying goes, you never get a second chance to make a first impression. 

8. A Break Room Makeover

Company break rooms should be places agents can relax, clear their heads and tend to personal matters before returning to their desks. If the place looks worn-down and dreary, it won’t have that positive effect. A fresh coat of paint (preferably bright colors), some plants (real, not plastic), snacks, a fish tank, an ATM machine (so agents won’t have to stop at the bank after their shift), happy photographs, comfortable furniture – these are the ingredients for an appealing break room. 

9. Fitness Classes

Call center agent work is sedentary – and let’s face it, most of us aren’t getting the exercise we should even when we’re not at our desks. Experts recommend 30 minutes of physical activity five days a week to help stay in shape. Call centers can encourage this positive lifestyle with onsite fitness classes. These can be created with the help of a local health club, or you might even find someone on your team that can lead a yoga, Zumba or aerobics class. 

10. Advancement Opportunities

Even your agents who are content in their work may not envision doing the same thing for the next 20 or 30 years. Resources should be made available for those interested in a career path to management – these can include meeting and training with current management personnel, sponsoring agents who wish to take business courses at local community colleges, and establishing a company policy of promoting from within whenever possible. 


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Call Center Workforce Management Solutions: Forecasting Separates ‘Good’ from ‘Great’

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The selection of a call center workforce management solution should not be entered into lightly. 

It’s a decision with the potential to revolutionize how your business handles forecasting, scheduling, staffing and many other tasks that can boost KPI results and customer service. Do your homework, ask questions, and make sure you get it right the first time. 

There are good qualities in almost every WFM solution available. But good is not good enough for your call center. 

What you want is “great.” And great starts with the forecasting tool. If the forecasts generated by WFM are not accurate, it creates a domino effect that will throw the rest of your numbers off as well. Result? Overstaffing, understaffing, missed sales and angry customers. 

What To Demand in a Forecasting Tool?

A WFM review of forecasting capabilities begins with the compilation and analysis of historical data. This is not just what happened at the call center on this day last year or five years ago, but also takes into account other variables that impact call volume – holidays, special promotions, annual events, weather conditions. Anything that can cause a fluctuation in workload should be considered. 

Now that call centers are now contact centers encompassing multiple communication channels, forecasting must provide an integrated view of all channels and the capabilities of the multi-skilled workforce, as this will be essential for proper scheduling

Most WFM solutions rely in part on forecasting based on averages. It’s effective, but not sufficient by itself. Find a forecasting tool that goes beyond that, one that can process every piece of data you provide and use it to deliver more accurate forecasts. 

The more you put into forecasting, the more you’ll get out of it. When WFM does most of the work, the result is more accurate forecasts, generated faster than spreadsheets. With the right system performing these critical functions that can grow with your call center’s needs, you can invest with confidence and achieve ROI faster. 


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Use Your Call Center Agents as Marketing Agents

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Here’s a question: who is the most prominent voice for your company’s brand or products?

Is it your president or CEO? Sometimes the man or woman in charge likes to be out front, appearing in TV commercials or giving a lot of interviews. Or perhaps it’s your marketing manager, who creates the ads that run in newspapers and magazines, as well as your social media campaigns. 

But there is another voice that is also representing your brand that can be overlooked – that of the call center agent. 

Each one of your agents may speak directly to dozens of your customers every day. For companies that sell primarily online, theirs may be the only voice a customer will associate with your brand. And according to a survey conducted by a company called Mattersight, 70% of consumers will cut ties with a brand after just one bad experience. 

That places a lot of responsibility on agents – but it is also a great opportunity.  

It doesn’t mean that every agent must be trained in marketing, but they should be made aware of the marketing tenets that customers associate with good service. 

That starts with making a customer feel valued. Personalized marketing campaigns attempt this by crafting messages designed to appeal to a consumer’s specific needs. But that kind of personalization is easier to achieve in a one-to-one conversation. 

With a workforce management solution, agents can pull up past purchases, the caller’s location and previous contacts. With speech analytics, agents will be in a better position to tailor each call to a customer’s preferences. And by using analytics, raw call data such as recordings can be fashioned into actionable insight. 

By providing experienced agents with the right technology solutions, your call center can serve as one of your most effective marketing outreach efforts. 



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Does Your Call Center Have to Be Bilingual?

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The short answer to the question posed in the title of this blog is yes. 

Perhaps there are still some regional businesses with a homogeneous customer base that can be effectively served in one language, but that type of company is clearly a vanishing breed.

Today, especially in this era of online retail, even smaller businesses may attract customers from anywhere in the U.S. or around the world. Obviously it would be impractical to have agents that speak every global language, but hiring bilingual agents should be a priority when possible. 

This will be more essential in some industries than others. In these types of call centers it should be a priority:

Online Retail

Your order history will tell you where your customers live. If you only get one order a year from Germany it’s not necessary to have a German-speaking agent available. But if you receive a thousand orders from Mexico or China, you should have someone there to serve those customers.

Health Care 

Here you may not be dealing with clients from 20 different countries, but if your health care facility is located in a large city near various ethnic and immigrant populations, you’ll want to make it as easy as possible for them to make appointments, get answers to billing questions and order prescriptions. 

Travel/Tourism

This one is so obvious that we probably don’t need to include it. Companies focused on international tourism know how important it is to be able to provide information on hotels, sights, and other travel arrangements in the language of the caller. 



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A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

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