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Workforce Optimization in the Cloud

Follow the latest trends on cloud-based contact center software and workforce optimization

ROI Hints, Tips & Best Practices

What drives return on investment (ROI) in the call center industry?

When it comes to technology such as a workforce optimization or workforce management solutions, ROI can be measured by time saved in forecasting and scheduling, as well as greater accuracy in these efforts, which can lower payroll costs. There are also the increased revenues that can result from improved productivity.

The faster ROI is achieved, the better. The following blogs and articles provide more information related to call center investment and what to expect in return.

One way to expedite ROI is with a cloud system that eliminates the significant upfront investment. Find out more about Monet’s WFO cloud solution here.

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One Formula for Calculating Call Center Service Levels

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A lot of us choose the careers we want based on one simple premise: whether or  not there is math involved. 

Unfortunately, math cannot be entirely avoided, even at jobs that seem to work more with words than numbers. 

Take the task of providing great service at a call center. You need an effective script, and agents that know how to relate to customers, and a workforce optimization system that deliver forecasts and schedules that keep the business running at optimal efficiency. 

But how can you prove that service is where it needs to be? Here is one system that may help. And yes, some math is involved. Sorry. 

First, you need to define the terms that will impact how service is assessed, starting with abandoned calls. Do you count the ones that hang up before an agent responds as a “call offered”? Or ignore them entirely since there was no opportunity offered to achieve a successful result? 

Next, select a service level objective, and the service level formula that works best for your business. There are several to choose from:  

Once you have your formula, select a time interval and clearly define exactly when a call starts (when the phone rings, or when the caller selects the IVR option that links them to a live agent, or after the recording opening message completes). Then, decide on a measurement interval (by hour, shift, day, etc.). 

An automated workforce optimization solution will be invaluable here, as it will gather the data necessary to calculate your service level. Analyze the data, review the results, and make appropriate adjustments in procedure or technology that could help you reach your service goals. Then start the process all over again. At least the second time, the math will be easier. 



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Is it Time to Move Your Insurance Contact Center to the Cloud?

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Six months ago, Fortune magazine published a story with the headline "Why Contact Centers Are Moving to the Cloud." It's just one of many such stories tracking what has become a mass migration. 

Insurance companies have been part of this phenomenon, as they begin to recognize the numerous financial and technological advantages of switching from on-premise hardware and software installation to a cloud delivery model. 

One of the most important of these is cost. By handling WFM in the cloud a call center doesn't have to budget for the purchase of hardware, software, database or data center infrastructure. With a subscription-based cloud system there is no large upfront cost and no licensing fees. Operating expenses are lower as well. The money that is saved can be re-invested in other parts of the company.

The ability to make a fast and trouble-free transition has also helped to grow the cloud market. Traditional solutions take a great deal of time to install - how would an insurance call center be impacted during this long transitional period, when customers may not conveniently stop having policy questions until it's finished? Cloud solutions also provide a more intuitive end-user experience, which shortens the learning curve for call center agents. With the cloud, downtime is reduced and ROI is achieved faster. 

Flexibility? Scalability? These attributes are more easily achieved the cloud as well. Cloud service providers allow companies to increase or decrease existing resources as needed to accommodate changing demand. Plus, with the cloud it's easier to operate multiple contact centers from one facility, to accommodate agents working from home, and to make it more convenient for those that wish to access applications from a mobile device. 

If there has been one lingering concern with this technology, it has been security. For insurance companies and healthcare providers where the protection of customer information is paramount, any perceived vulnerability would be enough to steer clear of cloud adoption. 

But if that concern was ever justified, it certainly is not anymore. The cloud now offers a range of security measures to protect data, communications and the physical data centers where information is stored. Several layers of security measures and processes are built into the cloud infrastructure, platform and services. All client access endpoints are secured, with alerts for password brute-force attacks that prevent those accounts from being compromised. Built-in firewalls provide additional protection, and many clouds also offer encrypted data storage.

If your insurance call center has still not investigated the numerous advantages of cloud computing, what are you waiting for? Monet can help. 


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Free Webinar: join us and learn how to Fight the Adherence Monster

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Think Halloween is scary, with all those horror movies and little ghosts and monsters ringing your doorbell? 

That’s nothing compared to the frightening service problems that can result from adherence issues at your contact center. You’ll hear a lot of screaming this month, but you certainly don’t want to hear it from your customers. 

Thankfully, Monet has a free webinar for that. And you are invited. 

It’s called “Fighting the Adherence Monster,” and it is scheduled for October 28 2015 at 11 am PDT. 

If you have ever encountered the Adherence Monster, you know how it can seriously increase labor costs. Bullets won’t kill this beast – instead, you need a technology solution that has the capability to streamline schedule adherence goals and practices. 

How can you know that agent availability, holidays and breaks have all been accounted for? Can you make adjustments in real time? How do you know which agents are doing their part for schedule adherence and which may require additional guidance or training?

Fortunately, the Adherence Monster is no match for Monet solutions with real-time adherence. 

Don’t miss this informative webinar featuring tips and tricks to help you keep adherence issues away from your business. Spend 45 minutes with us, and you’ll save hours and hours of time lost to lapses in adherence. 

Register here, it's free!




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Last year's Contact Center Predictions: How Did They Do?

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Hundreds of blogs, websites and magazines publish pieces about what a new year will bring. Not many of them go back later to review the accuracy of their predictions. So we found a piece from the beginning of 2014 featuring five technology trends believed headed for the contact center this year. Let’s see how it did. 

1. Hybrid Cloud Adoption

It was anticipated that 2015 would see more contact centers with a hybrid environment, where some solutions were accessed from the cloud and others were installed on-site. While such businesses exist, the more prominent trend has been turning everything over to the cloud, because of the flexibility and cost-savings possible. 

2. Virtual Agents

Would 2015 be the year of the virtual agent? Final stats aren’t in but thus far we are not seeing any indication of a significant increase in telecommuting, though this is a movement that has seen steady growth over the past decade. Cloud-based workforce management that allows agents to access the technology they need from any location will, if anything, expedite this trend. 

3. Customer Service Apps

The smartphone, many predict, will change how customers interact with companies, and may even result in the extinction of the contact center.  But while more companies have introduced customer service apps in 2015, contact centers are not going anywhere anytime soon. 

4. Attack of the Big Data

Frost & Sullivan defines Big Data as volumes of data so large and moving at such a high velocity that they are difficult or impossible to work with using traditional database management tools. There has indeed been a growing influx of data from both traditional and new sources, including data logs, social networks, and clickstream data in web interactions. Monet Software has devised solutions to make this data more accessible and better organized, so it can be used to bring a new level of customer insight, and help drive real-time decisions on customer handling and workflow. 

5. Multi-channel Access

This prediction was certainly accurate. Companies can no longer be content with traditional call center functionality. Customers now expect to reach out via other channels and receive the same quality response. For contact centers this means not just having qualified personnel in the right positions, but the ability to capture data across the channel spectrum that will help deliver better service in the future. 


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ROI of Workforce Management Software in the Call Center

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If you are in the process of selecting a workforce management solution for your call center, you might be interested in learning about the key ROI (return on investment) drivers.

  • Time savings in forecasting and scheduling activities leaves more time for supervisors and managers to coach and train their teams
  • More accurate forecasting and scheduling helps avoid over- and understaffing - resulting in improved service levels and reduced payroll costs. Better schedules also lower the cost of turn-over due to higher agent motivation and avoidance of burn-out.
  • Improved schedule adherence improves call center productivity and helps achieve or exceed your service level goals.
  • Dependent on the type of call center, the above productivity gains could also lead to increased revenues (= agent have more time for selling).

In addition to the WFM solution capabilities that reduce cost, save time or increase revenues, the overall ROI is also driven by other factors such as:

  • Ease of use and user adoption: If people don't use it you won't get the benefits of the solution.
  • Investment: The ROI is higher the greater the benefits and the lower the costs are. Therefore, the ROI is also driven by the amount of the upfront investment for the software and the implementation. Traditional on-premise software is typically characterized by a large upfront investment. In comparison, cloud based solutions have no and very low up-front costs, helping to get to an ROI faster, typically in months, versus years.

It is important to include all aspects into the ROI calculation when making a decision.


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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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