Workforce Management Blog | Monet Software

Information how you need it.

Interested? Monet offers exceptional videos that allow you to explore how we can help, at your own pace. Click below to select from a wide variety of quick, informative and self-paced videos that you can watch right now.

Watch a Demo

Quick, informative and self-paced videos you can watch right now.

Watch Now

No, thanks. Keep Reading.

Workforce Management

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

Featured Whitepapers

Featured Blog Posts

Workforce Management Hints, Tips & Best Practices

For Immediate Release: Monet Software To Attend Dreamforce

Posted: by: Chuck Ciarlo

Monet will be offering demos of its Workforce Management for Salesforce Service Cloud, which represents a significant step for helpdesks wishing to optimize their internal organization and scheduling processes, while dramatically increasing customer satisfaction, customer experience, and service levels.

Dreamforce will take place November 6-9 at multiple venues throughout San Francisco, including the Moscone Center, the Marriott Marquis, Hilton Union Square, the Park Central and the Westin St. Francis. 

“We are excited to be a part of such a prestigious annual event, and look forward to interacting with Salesforce experts and showing them the benefits of our innovative workforce management solution,” said Monet CEO Chuck Ciarlo.

For the uninitiated, Dreamforce is a “family reunion” of sorts for the Salesforce community, and one of the largest software conferences in the world. Industry pioneers and thought leaders from around the world gather once a year to attend sessions on topics ranging from finding and driving more leads, to boosting productivity, to reporting tips and tricks. At this year’s event, more than 2,700 sessions are already scheduled. 

In addition, there is also an impressive lineup of guest speakers, including former First Lady of the United States Michelle Obama, Girl Scouts CEO Sylvia Acevedo, Salesforce Chairman and CEO Marc Benioff, and actor and entrepreneur Ashton Kutcher. 

“While this much-anticipated event is still a few weeks away, we wish to invite all of our Monet customers to join us in San Francisco,” Ciarlo said. “There is no other time and place where customers can find more ideas for transforming their business. We believe our Workforce Management for Salesforce Service Cloud will fit right into this exciting customer-focused environment.”

Read More About For Immediate Release: Monet Software To Attend Dreamforce

Call Center Agents- Sleeping on the Job is a Good Thing?

Posted: by: Chuck Ciarlo

It’s yet another sign of how the world has changed. For years, getting caught sleeping on the job would lead to immediate dismissal. Now, some call centers are actually encouraging agent catnaps.

What has changed? Start with the fact that this is no longer a 9 to 5 world. When the internet evolved into what it is now, the traditional business day became a product of the past, and customers think nothing of contacting some companies at midnight to ask a question or place an order.

Another change – people are more stressed now, and that includes both customers and agents. Life moves faster, business moves faster, and when something doesn’t happen as quickly as we like, we tend to get frustrated. Agents are on the front lines of that frustration. 

Together these factors result in a demanding workplace, and agents that are more subject to fatigue and stress. And that’s why some call centers recommend that agents use their breaks to decompress with a quick nap.

It might be 15 minutes, or perhaps a half-hour or more, but the effects can be positive. When an agent is more relaxed he or she will also be more mentally sharp and more engaged in the conversation.

If you’d like to try this at your call center, you may need to set up a space separate from the usual break room that would make it easier to sleep on the job. Dimmed lights, comfortable couches, and a location far enough away from the noise of the main work area would be a good place to start.

Read More About Call Center Agents- Sleeping on the Job is a Good Thing?

Call Center Agents Out, Chatbots In?

Posted: by: Chuck Ciarlo

Good news – humans are still good for something.

One of the more provocative call center discussions going around these days is whether chatbots will one day take the place of real agents. You would think companies would be in favor of this since chatbots don’t collect a salary, call in sick or request vacation days. 

This debate has been made possible by advancement in chatbot technology. When they first arrived, they were only capable of providing basic answers to basic questions, like an online chat version of an FAQ page. That would suffice for callers asking about a return policy, but these bots weren’t much for conversation. 

Fortunately, the next generation could hold up its end of a longer discussion, and there are now even more advanced models based on adaptive unsupervised learning. 

We’re getting into the artificial intelligence neighborhood now, and proponents believe these top of the line bots can provide a customer experience that is comparable to that of an experienced agent. This movement has been accelerated by Facebook’s announcement that it would allow businesses to use them for online customer care. 

But before you start the mass layoffs, you may want to reconsider what role you want chatbots to play in your business. As an add-on to customer service, they can be a tremendous benefit. As a replacement for real people? Probably not, and here are three reasons why. 

1. 85% accuracy

Would you keep an agent that only provided customers with accurate, helpful information 85% of the time? Then forget about chatbots – that’s the batting average even for the best of them, and that is too high a risk of customer loss. 

2. Integration

Chatbots don’t always meld seamlessly into current call center technology. Most businesses would likely prefer to hold on to their customer support software and all the data it delivers than switch over to a system that will still require agents to work alongside the bots. 

3. Happy Customers

That’s still the goal, isn’t it? And customers are more sophisticated these days. Most can discern the difference between live online chat that is actually live, and the too-formal, marketing-speak responses provided by chatbots. And when they really want answers, they want a person on the other end of the phone to provide them. Chatbots just won’t do.

Read More About Call Center Agents Out, Chatbots In?

Changing Software Providers? Don’t Move Away From Monet!

Posted: by: Chuck Ciarlo

Switching ACD software/programs at a call center is not an uncommon practice. In fact, as more options become available many companies are considering a change, and weighing that against any potential loss of productivity during implementation and integration, as well as impact on agents and other team members. 

But if your business is considering a switch, there is a very good chance that the benefits you derive from Monet solutions can be incorporated into your next system. 

If like most Monet customers you’ve been able to drastically reduce the time you devote to forecasting and scheduling, and are now able to be pro-active when adherence issues arise, why would you ever want to leave those advantages behind? 

If your new software comes from any of these providers, good news! You can take Monet with you: 

• 3CLogic • 8x8 • Aastra • Acucall • Altigen • Asterisk • Asternic

• Avaya Aura Contact Center (rebranded Nortel Symposium ACD) • Avaya CMS

• Avaya CMS Real-time Wallboard • Avaya IP Office • Avaya IQ • Bright Pattern

• CallFinity • CCPro (ACD from West IP, formerly Magnetic North) • Cisco UCCE 

• Cisco UCCX • Collab • ConnectFirst • Contivio • CosmoCom • Digium • EasyRun

• Evolve IP • Five9 • Fonality • Generic & Generic Enhanced (supports Monet's Generic data formats) • Genesys/EchoPass • Genesys/Premier (formerly

• Genesys/PureCloud (rebranded Interactive Intelligence PureCloud) • inContact

• IndoSoft • Interactive Intelligence (CIC 2.0, 3.0, 4.0, CIC 2016, CIC 2017)

• Inter-Tel • M5 Networks • Mitel 5000 • Mitel MiContact Center (rebranded PairieFyre ACD) • NEC • Newbridge• NewVoiceMedia • Oracle Contact Center Anywhere (CCA)

• Oracle Contact On Demand (CoD) • Serenova (formerly LiveOps) • Siemens HiPath 

• Siemens OSCC • ShoreTel (Connect Cloud & Connect Premise) • Swyx • Syntellect

• Talkdesk • Taske • Teleknowledge • TFB • TouchStar • Transera • USAN • Vocalcom

• Vuesion • WFM for Service Cloud (Salesforce) • Xima • Zeacom

Don’t see your provider listed? There is still a good chance you can continue to enjoy all of the features Monet has to offer.

Read More About Changing Software Providers? Don’t Move Away From Monet!

Evolve IP + Monet WFM = Unprecedented Call Center Insight

Posted: by: Chuck Ciarlo

What separates great call centers from those that just manage to get the job done? 

The answer may be insight. The more data call center managers have to review, the easier it is to create procedures that achieve better results. You can’t fix – or improve – what you can’t see. 

When Monet Live Workforce Management is added to Evolve IP’s award winning contact center solution, the result is the kind of insight that boosts efficiency, lowers costs, and improves customer service. 


Better Customer Service

WFM generates accurate call volume forecasting from historical data and ACD integration. It also creates flexible schedules that incorporate foreseen and unforeseen variables, agent exceptions, intra-day changes to both forecasting and scheduling, and performance management reports. When forecasting and scheduling are done right, customer service improves. Another WFM benefit is call routing, so agents with specific skills are available to take the calls they are most qualified to receive. 

Lower Costs

By creating optimized employee schedules, WFM improves productivity while reducing call center costs triggered by over-staffing or under-staffing. And in addition to forecasting and scheduling, WFM also creates data on call answer times, first call resolutions, transfer rates and other key metrics that are the key to consistent productivity. 

Employee Motivation

With WFM, staff satisfaction will increase, as the system eliminates the uncertainty of manual scheduling, allowing agents to manage their own schedules and set their own schedule preferences as a reward for outstanding performance. When agents are more engaged in their jobs, improved efficiency is the result. 

Integrating these benefits into Evolve IP’s unified desktop management solution, which also expands insight while maintaining security and control of company data, delivers unparalleled support that just might inspire unparalleled productivity. 

Read More About Evolve IP + Monet WFM = Unprecedented Call Center Insight

Workforce Management: Putting the ‘Service’ Back in Service Desks

Posted: by: Chuck Ciarlo

Helpdesks, like call centers, are undergoing a significant change in response to the array of communication channels now available to the public. 

Typically, the reasons for contacting a service desk are more complex than for a call center, which explains why in this era of self-serve online options, the helpdesk telephone is still the most oft-used channel. 

Will this change as other channels become more sophisticated? That’s open for debate. What we know for sure is that service desk customers have become used to faster responses and easy interactions when they use online channels for everything from ordering a book on amazon to booking a hotel reservation. When they contact a helpdesk, they expect that same level of service. 

Workforce management can help service desks meet these expectations. In fact, Monet’s Workforce Management for Salesforce™ Service Cloud™ was specifically designed for more efficient case management and faster case resolution, through more accurate forecasts and schedules.

Equip Agents to Do More

At many helpdesks, agents log customer requests and schedule them for the next available specialist to either contact the customer or visit that customer’s location. Sometimes, that results in service delays and angry customers. 

While agents will never (or should never) be trained technicians, there are likely some common issues that can be resolved if agents can access real time information while speaking with a customer. WFM can deliver that information, and reviews of recorded calls can help service desk agents recognize these issues and be better prepared with answers. 

Faster, better service – and fewer service calls? WFM makes it possible. 

And because it’s cloud-based and delivered as a service, helpdesks using Salesforce™ Service Cloud™ can access secure web-based applications at a competitive cost with no large upfront investment.

Read More About Workforce Management: Putting the ‘Service’ Back in Service Desks

How Does Workforce Management Support Digital Channels?

Posted: by: Chuck Ciarlo

In the beginning, there was the telephone. Customers used it to speak to companies about questions or complaints or to place an order. To better serve those customers, call centers installed workforce management (WFM) software to track service levels and agent performance. 

And then everything changed. Customers now have multiple options for communication – web, chat, email, and social media. Does workforce management still have a role to play in an era when non-voice channels may eventually surpass phone calls?

The answer is yes. Because whether there is one channel or five, customer service will continue to be determined by two criteria: information and process. Workforce management plays a key role in both of these functions, and can help call centers move the customer forward regardless of how they choose to communicate. 


The data gathered by a WFM solution encompasses everything from historic call volume, which can impact forecasts and schedules, and KPI measurements that let you know how efficiently agents are responding to each customer contact. As call centers become contact centers, WFM can provide information on the frequency with which customers call a company after trying email or webchat, which can help measure the effectiveness of these other channels. It can also let managers know how often agents are able to ‘close the deal’ with these channel-surfing customers. 

Also, since call volume is likely to drop as more customers pursue self-service options and other channels, WFM can help call centers properly re-allocate available resources so service levels can be maintained, possibly with fewer scheduled agents. 


Whatever processes are in place at a call center, they rely on agents having the right tools to do their jobs. WFM provides agents with the information they need, when they need it, to deliver service that results in satisfied customers. 

In addition, the call recording component of WFM offers a means to review agent performance, and is a valuable tool in agent training.

Read More About How Does Workforce Management Support Digital Channels?

Four Traits Possessed By Every Successful Call Center Manager

Posted: by: Chuck Ciarlo

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.


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. 


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


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. 


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

Read More About Four Traits Possessed By Every Successful Call Center Manager

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

Posted: by: Chuck Ciarlo

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

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

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

Posted: by: Chuck Ciarlo

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!

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

Three Tips to Improve Your Call Center Script

Posted: by: Chuck Ciarlo

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.

Read More About Three Tips to Improve Your Call Center Script

Gazing Into Our Workforce Management Crystal Ball

Posted: by: Chuck Ciarlo

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.

Read More About Gazing Into Our Workforce Management Crystal Ball

The Super Six

Posted: by: Chuck Ciarlo

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.

Read More About The Super Six

Join Monet Software at Call Center Week 2017!

Posted: by: Chuck Ciarlo

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!

Read More About Join Monet Software at Call Center Week 2017!

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

Posted: by: Chuck Ciarlo

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:

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

Introducing: The Benefits of Workforce Management

Posted: by: Chuck Ciarlo

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

Read More About Introducing: The Benefits of Workforce Management

When Helpdesks Need Efficiency Help, Where Should They Turn?

Posted: by: Chuck Ciarlo

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™

Read More About When Helpdesks Need Efficiency Help, Where Should They Turn?

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

Posted: by: Chuck Ciarlo

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™

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

Managing PTO and Call Center Agent Vacations

Posted: by: Chuck Ciarlo

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.

Read More About Managing PTO and Call Center Agent Vacations

Call Center Workforce Management: One Solution, Five Problems Solved

Posted: by: Chuck Ciarlo

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.

Read More About Call Center Workforce Management: One Solution, Five Problems Solved

Transform your COST center to a Call Center

Posted: by: Chuck Ciarlo

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.

Read More About Transform your COST center to a Call Center

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

Posted: by: Chuck Ciarlo

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

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

Lower Call Center Labor Costs with Workforce Management

Posted: by: Chuck Ciarlo

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

Read More About Lower Call Center Labor Costs with Workforce Management

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

Posted: by: Chuck Ciarlo

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.

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

Maximizing Casework Efficiency With WFM for Service Cloud

Posted: by: Chuck Ciarlo

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

Read More About Maximizing Casework Efficiency With WFM for Service Cloud

A More Efficient Call Center in One Minute?

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

Watch Video