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
9/26/2016 - The idea that contact center calls should be monitored for quality and training purposes is one so engrained in the way call center management operates that it's easy to lose focus on why it's in place. While some organizations may only maintain the practice to comply with industry regulations, others have a true focus on delivering the optimal customer experience.
9/21/2016 - Consumers today are more demanding than ever. They want what they want- now, and with a smile. This isn't necessarily a bad thing. Contact centers just need to take heed. What once plagued managers might have been agent turnover or poor morale in the call center. Today that focus needs to shift to how the consumers are feeling and how they perceive the company, if success is desired.
9/20/2016 - The activities that need to take place throughout the call center in a given day could easily fill a textbook. The strategy that outlines why the call center exists down to the scheduled individuals needed to meet demand all play into how the center is run. Call center scheduling is often done according to forecasted volumes, but what happens when intraday activities are not meeting projections?
9/15/2016 - Managing a call center is no easy feat. Sure there are lots of new technologies and solution offerings hitting the market that make it easier to forecast, report and take action - but there is still a lot of leg work for those involved in management to make sure optimal efficiency and care are in play.
9/13/2016 - While millennials may not be in the same money-earning years as those of the generations preceding them, the way they approach banking is still an important consideration. The individuals in this segment of the market are just starting to build wealth, borrow larger sums of money and consider what they're going to do in the future.
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
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Call Center Management Resources
- NEW-4 Tips to Improve Intraday Management in Your Contact Center
- NEW-The Human Services Agency of San Francisco Improves Scheduling and Transparency with Monet Software
- NEW-Cost and Benefit Comparison: Cloud vs. Premise vs. Hosted
- Bayview Loan Servicing Boosts Efficiency of Staffing/Scheduling with Monet Software
- GECU Increases Productivity and Service Levels with Monet Software
- Call Center Scheduling, Forecasting & Adherence
- Call Center Supervisor Collaboration
- Call Recording
- Call Center Quality Management & Monitoring
- Performance Management & Agent Analytics