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
3/6/2014 - While most contact centers find forecasting, scheduling and maintaining quality challenging on a day-to-day business, companies that offer call center services on an outsourced basis have these challenges multiplied. Business process outsourcing (BPO) companies may serve a dozen or more clients, each with its own quality standards, key performance indicators and service levels. The BPO company may share personnel across accounts - expecting agents to serve one client in the morning and another client during the afternoon. Just thinking about the scheduling process alone is enough to give you a headache.
3/5/2014 - Today's workforce management solutions allow for automated vacation requests that can be granted based on a number of factors, including seniority or performance. Employees can view their schedules themselves, bid for overtime and even trade schedules with other employees. This takes a lot of the manual tasks out of the hands of managers, who are then free to do their real jobs. Employees appreciate the function because it's more transparent and more fair, and provides them with some control over their schedules.
2/24/2014 - By analyzing data in an integrated WFO tool, a manager can reference what processes allowed some agents to have lower talk time while meeting their quality targets, and then train the rest of the workforce using these processes, the paper noted.
2/24/2014 - With a lot of confusion around the change in healthcare, the contact center has become the front line for many U.S. citizens trying to make sense of the new healthcare landscape. This has required agents well schooled in procedures and program knowledge.
2/21/2014 - It's therefore important to differentiate between historical events that are likely to be repeated - a regular holiday, a sale, a new product or service promotion or a school break that will see parents requesting time off - from an event that is unlikely to reoccur at the same time - a storm or long power outage, a plague of the flu or a major traffic jam.
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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