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
1/23/2015 - Agent training is one of the most important responsibilities for call center management. Agents are often the only point of contact between a company and its customers, making their representation of the brand absolutely essential. The wrong response, an irritated tone or even a hint of impatience can send the customer to the competition. Are your agents properly trained to give the right response?
1/19/2015 - A refreshed and retrained workforce, coupled with a cloud-based contact center system that can add functionality and reduce costs and complexity may be just what your contact center needs to meet 2015 with confidence.
1/15/2015 - Contact center managers are busy people. But they need to make time to ensure they are connected with contact center agents in a positive way, offering appreciation for hard work, encouragement to succeed and empathy for the difficulty of the job. Only then will employees truly be driven to engage with their jobs.
1/12/2015 - The dreaded call to tech support - it's one that none of us want to make, yet we can't get to the end goal without their help. If your role is in call center management, you know this trend exists and part of your job is likely to improve the experience or the caller. With a little help from a CIO post, let's take a look at some tech support strategies that are a must to ensure the quality interaction.
1/6/2015 - As demonstrated from the recognition noted here, Monet Software focuses on achieving such goals with its WFO Live. As the call center environment continues to face new challenges, having an automated platform at your disposal to help manage all activity toward the same goal is critical for success.
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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