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
7/27/2016 - It's inevitable. No matter how well set up your contact center, how well trained your agents are or how great your products or services are, there will be complaints from customers. Even in a perfect world - and we don't live in one - some people are going to take issue with your company. Add in reality, such as rushed agents, new trainees, imperfect technology and product or packaging defects, and it's likely that a steady stream of complaints will begin to arrive as soon as you open for business.
7/25/2016 - In the world of call center management, the activities taking place can lead to a variety of outcomes, depending upon the climate in which these activities are executed. To that end, there are certain roles that need to exist within the contact center. These roles focus on helping to motivate staff, communicating strategy and pushing key initiatives along to exceed set goals. All translate into tall orders, but with the right people in place, can be achieved.
7/19/2016 - In the ongoing effort to build better contact center agents who have more skills (both soft skills and hard skills), experience and enthusiasm for their work, regular one-on-one coaching is critical. Classroom training is important for new agents, but it's generic and can only go so far. Most companies that pursue a policy of employee engagement today recognize that more frequent performance feedback and coaching can boost the agents' morale and personal goal-setting.
7/18/2016 - While "Robocop" and "robo home housekeeper" (courtesy of "The Jetsons") may still be concepts for the distant future, the idea of "robo agents" in customer service may be a more attainable future. Automation is rapidly entering the customer relationship - let's face it, most customer inquiries can be automated with existing technology today - and the "smarter" this automation becomes, the less room it leaves for human agents…or so it seems.
7/12/2016 - Do you remember the fun of watching Sci-Fi as a kid, the look into the future and the types of products and living arrangements we had to look forward to? Even an afternoon viewing of "The Jetsons" was a fun insight as most of us hoped that many of the devices used to streamline the characters' day would be available for us by the time we were adults.
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