Shared & Dedicated 24 x 7 x 365 Inbound Services - Healthcare & Financial Compliancy Expertise
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Generation Direct & Monet WFM Live
Generation Direct and Monet are working together in one of the areas of most interest in the contact center industry -- “cloud computing”. Call centers that use Monet WFM Live start improving services levels and reducing center costs very quickly. WFM Live is cloud-based and delivered as a service, avoiding a large upfront investment and painful hardware and software implementations which traditionally were major barriers to utilizing this type of tool. This leading edge software enhances Generation Direct’s already robust package of cloud computing solutions. A good workforce management solution will produce measurable improvements, below are some of the basic features of the “WFM Live” tool:
WFM delivers costs savings within weeks:
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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.
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Scheduling: An 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
More efficient scheduling and agent usage: The savings associated with more efficient scheduling include reducing overall staff hours, need for overtime and identification of overstaffing. Call centers using WFM systems generally experience a minimum reduction of 2% of staff hours with an average potential savings in the 5 - 10% range.
Automation of scheduling tasks: Manual or Excel-based spreadsheet forecasting and scheduling consumes much of a supervisor's time. With WFM it is generally expected that at least 25% of the time, currently devoted to manual input, can be saved.
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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.
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Exception Planning: The integrated exception calendar simplifies scheduling of agent exceptions such as time off and one-time or recurring training meetings.
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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.
Reduction in workforce shrinkage: Many hours of work time are wasted due to excessive non-productive interruptions. A WFM system can provide historical and real-time information on agent schedule adherence and exceptions, for better management and staffing, reducing workforce shrinkage by 10 to 20 minutes per agent per day.
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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.
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Simple ACD Integration: Collect data from your ACD and build a historical database. Capture your center's workload and work time statistics in real time.
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