Call Center Management Solutions
One of the biggest issues of call center management is how to meet or exceed service levels while controlling payroll costs. More accurate forecasting, flexible scheduling and real-time adherence will make your daily call center management more effective by avoiding under or over staffing and ensuring agents are working when they are needed, directly resulting in improved service levels.
Monet Workforce Management Live is an affordable and easy to use call center forecasting and employee scheduling solution which includes ACD integration, real-time agent adherence and intra-day management. Call centers will start improving service levels and reducing center costs within days - all without the upfront expenses and IT requirements of traditional software.
Monet Workforce Management Live was especially designed for small and medium sized call centers to meet their specific needs:
- Fast setup within days, avoiding large implementation projects
- Affordable monthly fees without large upfront investment
- Easy to use through 100% web interface
- Quick integration with any ACD or PBX for call history and real time adherence
Call Center Management Feature Articles
4/20/2015 - In the quest for developing the professional and perfect approach to quality customer care, call center management is always on the hunt for that innovative approach that will set them apart from the competition. In a market where most products and services are considered commodities, it is the customer experience that can set one brand apart from another.
Scaling Up Self-Service Lead to Better Call Center Efficiency, Lower Costs and Improved Customer Outcomes
4/20/2015 - Today, more and more companies are attempting to control the flow of incoming customer support calls by improving their self-service presence. The theory, as it goes, is that the more robust the self-service channels are, the less frequently customers will have to engage in costly live agent support. There is a great deal of truth to this. But it's also important to keep in mind that simply slapping a few FAQs onto a Web site doesn't count as "boosting self-service."
4/17/2015 - Few companies update their knowledge bases for customer support personnel regularly, and few organizations worry about the format the knowledge is in. Is it easy for agents to find answers? Can they actively update the content if they've solved a tricky problem so that the next agent can benefit from that knowledge? Can agents collaborate and share information easily?
4/14/2015 - When it comes to delivering quality customer service, no one pays more attention to the details than those in call center management. These professionals know the importance of each and every interaction and what the outcome can mean to the bottom line. A failure to implement the right strategy can mean failure in the numbers and more money spent on replacing customers lost through churn. To prevent such an outcome, organizations need to invest in the right training.
4/9/2015 - On the flip side, improving the customer experience, even a little, can raise revenue and reduce costs. According to Emmet Murphy and Mark Murphy, authors of the book "Leading on the Edge of Chaos," a two percent increase in customer retention has the same effect as decreasing costs by 10 percent. Think about that: despite general business perceptions, raising the quality of customer support can actually reduce costs. Since it costs far more to woo new customers than it does to keep existing ones, this makes sense.
Call Center Workforce Management Made Easy
Cloud base workforce management software for more effective call center scheduling, forecasting and agent adherence
Call Recording and Monitoring Improves Call Center Quality
Get a flexible monitoring platform with comprehensive VOIP call recording capabilities
Quality Assurance, Monitoring and Management for Improved Customer Satisfaction
Monitor customer interactions to consistently deliver great service, improve call center quality and customer satisfaction
Provide Even Better Customer Service
Easily track, analyze and manage agent, group and center performance to optimize customer service
Call Center Management Industry News
4/23/2015 12:10:52 PM
4/23/2015 10:40:52 AM
4/23/2015 9:40:59 AM
4/22/2015 1:00:18 PM
4/22/2015 7:57:53 AM
4/22/2015 12:03:49 AM
4/20/2015 9:11:15 AM
4/20/2015 9:11:13 AM
Call Center Management Resources
- NEW-GECU Increases Productivity and Service Levels with Monet Software
- NEW-Avesis Increases Productivity and Reduces Costs with Monet Software
- Call Center Scheduling, Forecasting & Adherence
- Call Center Supervisor Collaboration
- Call Recording
- Call Center Quality Management & Monitoring
- Performance Management & Agent Analytics