Workforce Management for Call Centers – Monet WFM

Learn how Monet WFM delivers value to your entire call center operation, helping to improve service levels and reduce costs while improving employee morale through more predictable, flexible and efficient scheduling and staffing. Monet WFM sets a new standard for ease of use and affordability of workforce management software.

Call Center Workforce Management Made Easy

Overcome your biggest challenges in forecasting, scheduling and adherence

Benefits

  • Maximize revenues and customer satisfaction
  • Increase service levels and ensure service excellence
  • Achieve better cost management
  • Optimize the utilization of your resources

The Monet WFM Advantage

  • Affordable: Low monthly fee, minimal capital investment
  • Fast set up: Get started within 30 days, easy to learn and use
  • Complete functionality: Forecasting, scheduling, realtime adherence, ACD integration, intra-day management and reporting
  • IT friendly: Secure and scalable, minimal IT management
  • Proven results: Improved service levels, increased productivity and compliance

Monet WFM will dramatically improve your call center performance

The overwhelming majority of ongoing call center expenses are related to staffing. Optimizing personnel resources is critical. Having the optimum number of agents at the right time with the right skills, in the right place is essential to call center success and profitability. Monet solves contact centers' two biggest business issues: meeting service levels and controlling payroll costs. Monet's workforce management software is cloud-based and delivered as a service, avoiding a large upfront investment and painful hardware and software implementation.

Call center forecasting and scheduling has never been easier and more affordable

Monet WFM is an affordable and easy to use call center forecasting and employee scheduling software solution which include ACD integration, real-time agent adherence, intra-day management, agent-supervisor collaboration and performance analytics. Call centers will start improving service levels and reducing center costs without the upfront expenses and IT requirements of traditional workforce management software or the limitations of scheduling spreadsheets.

  • Improve forecast accuracy and track intra-day trends for immediate adjustments
  • Create optimal schedule to consistently meet service levels and control costs
  • Monitor agent adherence and other metrics in real-time to take immediate action
  • Track and analyze key metrics to optimize service quality and center performance

Workforce Management – Monet WFM

Automate key tasks that have an immediate impact on the bottom line through more accurate call volume forecasting, optimum scheduling and daily performance tracking.

ACD Integration – Monet Integration Services

Enable data collection from the ACD for faster and more accurate forecasting, real-time adherence monitoring, and intra-day management of call centers.

Agent Collaboration – Monet AnyWhere

Enable easy and efficient agent-supervisor interaction and collaboration, such as exceptions, bids or swap requests, and critical reports.

Dramatically improve your call center performance with Monet WFM

Monet WFM Live sets a new standard for ease of use and affordability of workforce management software. Monet's solution delivers value to your entire call center operation, helping to improve service levels and reduce costs while improving employee morale through more predictable, flexible and efficient scheduling and staffing.

Forecasting: Run simulations to calculate a precise forecast for future call volume, agent requirements and average handle time for any time interval of the day, based on historical data from ACD.

Scheduling: Monet's advanced scheduling engine incorporates all call types and other activities to generate staffing schedules that optimize a wide range of factors, including agent availability, work rules, skills, holidays, breaks, service levels and center budgets.

Intra-Day Management: A graphical display of agents' schedules can be manipulated by dragging and dropping breaks, lunches and other exceptions. Real-time updates can be made to required and assigned agents instantly, and display surpluses and shortages for each time period of the day.

Exception Planning: The integrated exception calendar simplifies scheduling of agent exceptions such astime off and one-time or recurring training meetings.

Real-Time Adherence: Compares planned agent activity to actual activities throughout the day, as well as real-time views of forecasted and actual call volumes, handle times and other key performance indicators.

Configuration and Administration: Build an unlimited number of center splits or agent groups, each with its own set of service objectives and guidelines. Manage multiple sites and time zones. If desired, set hours of operation by day of week and service level goals down to 15-minute intervals.

Performance Analysis: Easily report and analyze all agent activities including their schedule adherence and key performance indicators. Managers can review service level results, costs and revenue.

Monet's workforce optimization solution is cloud-based and delivered as a service, avoiding a large upfront investment and painful hardware and software implementation.

INTEGRATION WITH ACD/PBX SYSTEMS

  • 3C Logic
  • 8x8
  • Aastra
  • Acucall
  • Altigen
  • Angel.com
  • Aria / Salesforce’s Service Cloud
  • Asterisk
  • Asternic
  • Avaya Aura (Nortel Symposium)
  • Avaya CMS
  • Avaya CMS Realtime Wallboard
  • Avaya IP Office
  • Avaya IQ
  • CallFinity
  • Cisco UCCE
  • Cisco UCCX
  • CosmoCom
  • Digium
  • EasyRun
  • EchoPass
  • Evolve IP
  • Five9
  • Generic
  • Generic Enhanced
  • inContact
  • IndoSoft
  • Interactive Intelligence (I3)
  • Inter-Tel
  • LiveOps
  • M52
  • M5Networks
  • Magnetic North
  • Mitel 5000
  • Mitel PairieFyre
  • Mitel5000
  • NEC3
  • Newbridge
  • NewVoiceMedia
  • Nortel Symposium
  • Oracle CCA
  • Oracle CoD
  • RingCentral
  • ShoreTel
  • Siemens HiPath
  • Siemens OSCC
  • Swyx2
  • Syntellect
  • Taske
  • Teleknowledge
  • TFB
  • TouchStar
  • Transera
  • USAN
  • VocalCom
  • Vuesion
  • Xima
  • Zeacom

Real-time adherence and call history through easy integration

Monet Integration, in conjunction with our built-in data import feature, will work with all major ACD or PBX phone systems, allowing the WFM software and ACD to talk to each other in real-time. Both realtime adherence and call history are easily enabled through integration with an ACD system.

Real-time adherence integration for improved service levels Monitoring agent adherence in real-time is vital to workforce management functions such as forecasting, scheduling and budgeting. Monet WFM continuously monitors and records the real-time status of the workforce showing those agents who are on the phone and those who are not, so quick corrective action can be taken to streamline workflow processes. Based on predetermined schedules, Monet's adherence screens display when agents are available for calls and when they take their lunches and breaks. Some key capabilities are:

  • Monitor agent status in real-time
  • Monitor and analyze key performance indicators and trends to reforecast, reschedule, and adjust staffing levels
  • Track and compare forecasted and actual center statistics
  • Evaluate adherence and take action to improve performance

Work history data for better decision making Monet Integration provides essential visibility into the data needed for effective decision-making through integration with an ACD or PBX. Based on service level goals, analyses of agent work history data from ACD systems are used to calculate a precise forecast for future call volume, agent requirements, and average handling time for any time interval of the day. The ability to correctly forecast enables the creation of optimized schedules that balance service levels, costs and agent requirements to plan for the center's long-term staffing needs.

Monet AnyWhere for efficient agent and supervisor communication

Fast, real-time and effective communication between agents and supervisors is important for managing schedule adherence and exception planning. Monet AnyWhere provides an efficient way for supervisors and agents to communicate through web-enabled, self-service applications. Agents are empowered to be more directly involved in the scheduling process by entering exceptions or bids and viewing their schedules at any time.

Improved motivation through employee empowerment Monet Anywhere helps agents feel more respected and connected by allowing them direct access to their schedules and making it easier for them to volunteer for unstaffed shifts.

More efficient communication and processes Supervisors simply approve or decline agent requests with immediate results. This saves time usually wasted by supervisors manually updating data from email or verbal requests.

More accountability across the whole organization Monet AnyWhere tracks all requests, whether approved or declined. Agents can be monitored and inconsistent behaviors, such as turning up sick after their vacation days, are declined. Supervisors can be held responsible for approved changes that left the center understaffed.

Easier and faster management of schedule changes Agents can use Monet AnyWhere to request changes to their schedule. These requests immediately alert the agent's supervisor, who can review the impact of the change and approve or decline the request. If approved, the change immediately affects the schedule. Supervisors can also request schedule changes for agents.

Higher flexibility through shift bidding Monet AnyWhere will present to qualified agents unfilled shifts on which to bid allowing them to volunteer for shifts normally outside their desired working hours. Supervisors can review bids made for a shift and select the agent they wish to assign.

Better decisions through comprehensive reports Supervisors save time spent manually entering agent requests and have access to key reports to make faster and better decisions. Supervisors can review agent schedules, approve or decline agent exceptions, schedule bids, and view critical reports.

The easiest and most affordable Workforce Management solution

Monet WFM is fully integrated with Monet's Workforce Optimization Suite. Monet's cloud-based WFO platform efficiently and securely delivers web-based applications at the lowest possible cost. It focuses on fast set up, low operating costs, highest security for web-based deployment, and high performance and scalability. With Monet WFM you get all the benefits of Monet's WFO platform.

Affordable: Low monthly fee, minimal capital investment, no hidden costs

Fast set up: Get started within 30 days, easy to learn and use

Complete functionality: Forecasting, scheduling, real-time adherence, ACD integration, intra-day management, exceptions handling, supervisor collaboration and reporting

IT friendly: Secure and cloud-based, minimal IT management

Proven results: Improved service levels, reduced costs, and lower agent turnoverMonet Software will get you up and running fast, at a low monthly subscription and without the costly upfront investment and time consuming implementation of traditional call center software. For more information please call 1-310-207-6800, email us at info@monetsoftware.com or visit our website at www.monetsoftware.com

Learn how Monet WFM delivers value to your entire call center operation, helping to improve service levels and reduce costs while improving employee morale through more predictable, flexible and efficient scheduling and staffing. Monet WFM sets a new standard for ease of use and affordability of workforce management software.

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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