Verint Monet Workforce Management delivers value to your entire contact center operation, helping to improve service levels and reduce costs while improving employee morale through more predictable, flexible, and efficient scheduling and staffing.
Jesse Holder, Workforce Management Specialist
Verint Monet workforce management for contact centers incorporates forecasting, scheduling and other functions into a coordinated effort to optimize your workforce resources. Service and contact center efficiency is enhanced when the right numbers of agents (with the necessary skills) are taking care of your customers every hour, every day.
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.
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 your ACD/Contact Center Infrastructure.
Real-Time Adherence Allows you to ensure that agents are adhering to their schedule at the click of a button. You’ll be able to see scheduled activity compared to actual activity with durations and a rolling view of their most recent upcoming scheduled activity to effectively and easily manage and monitor your staffing.
Intraday Management Allows you to manage your plan by tracking the call center operation in real time, compare it to your original forecast, and enable you to easily modify agent requirements and adjust staffing as needed.
Experience a Live Demo
Request a free demo, and we will show you how Monet Workforce Optimization solutions can help your contact center quickly and easily optimize all aspects of their workforce, resulting in better utilization of resources, better cost management, and improved service levels.