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
5/15/2013 - Between the amount of phone calls a calls center receives a day and how fast paced the environment is, it sometimes becomes difficult for an organization to set aside time devoted to its quality management needs. With such a solution at hand, a supervisor can easily evaluate agent performance and skills on the job, achieve higher customer satisfaction through improved customer service, and increase staff productivity through improved call handling without taking time away from their immediate tasks.
5/13/2013 - For any type of business, especially call centers, performance management is an important part of managing its employees, goals and objectives that keeps track of their key performance indicators (KPI) each day.
5/9/2013 - Although the call industry is expanding, the world is still feeling the effects of the economic depression that has plagued businesses. Monet Software, a provider of call center solutions, has developed a whitepaper titled '10 Tips to Weather the Challenging Economy in your Call Center,' in an effort to help organizations overcome some of the challenges.
5/9/2013 - Every call center needs a workforce management (WFM) that provides businesses with solutions they need to capture and analyze customer interaction across all channels and make strategic decisions to increase overall efficiency and effectiveness. But with so many WFM solutions on the market, it becomes even more difficult for organizations to make a decision on which one is the correct fit for their unique call center.
5/2/2013 - The call center is defined by one obvious word: calls. From the second agents start their shifts to the very last minute before they clock-out, they are answering endless inquiries about sales and customer complaints. However, whether the conversation lasts 10 minutes or just a few seconds, it is vital that each call is analyzed in order to gain insight on what is actually happening in the center.
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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