Monet Software

JANUARY 6, 2020

Plan for too few and service levels degrade as agents become overwhelmed. This enables managers to view workforce metrics over time to guide their scheduling efforts. With a high-performance WFM system, call center managers can track average handle times, shrinkage, and other call center metrics throughout the year.

Call Center 77

Call Center Average Handle Time Contact Center Metrics 77

Callminer

MARCH 9, 2020

One approach is to just plug everything into your WFM software and let it provide you with the number of schedules requested to try to meet the service levels consistently. Integrate wider analytics tools into your scheduling solutions for better operational insights. Generally, WFM tools do a good job here.

Best practices 182

Best practices Call Center Analytics Metrics 182

Monet Software

DECEMBER 12, 2019

Workforce management software builds in the algorithms and analytics necessary to make forecasting a point-and-click endeavor driven by your own business understanding. Historical data about call volumes, average handle times (AHT) and service-level achievement help determine how many FTEs are required to meet expectations.

Call Center 71

Call Center Average Handle Time Contact Center call center software 71