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
9/2/2015 - Metrics - they are at the top of the list for call center management, playing a critical part in every decision made and action taken. It's the argument for or against a chance to implement a new platform, invest in new software and expand out the call center team. Are you studying the right metrics to help take you where management wants you to go?
9/1/2015 - By providing agents with the right tools - and yes, it's going to cost money - they'll feel better prepared to help solve customer problems. Agents armed with the right technology and some authority to go off-the-script to please customers are a competitive force to be reckoned with. Not only will a properly equipped and managed contact center improve customer loyalty, it can also go a long way toward improving agent loyalty and employee satisfaction.
Contact Center Agents Can Be Either Generalists or Specialists, but Workforce Management Must Be Adaptable
8/27/2015 - There are some age-old matters of opinion in the world: toilet paper roll over or under? Beatles or Rolling Stones? Do dogs or cats make better pets? In the contact center world, the age-old question goes something like this: is it better to cross-train agents to handle multiple skills and channels, or use dedicated pools of single-skill agents?
8/26/2015 - For many years, inbound customer support centers were considered a place where knowledge went one way: customers called (or e-mailed, or filled out a Web form), and contact center agents responded. The knowledge agents used to answer questions was rather static, and any cross-selling or upselling efforts were clumsy and one-size fits all. Contact centers were considered to be a net drain on a company: a necessary evil that was the cost of doing business.
8/19/2015 - In the call center space, it's not uncommon for the attention to quickly go to the latest innovations. We get excited about speech analytics, employee engagement and other buzzwords in areas that promise to make the lives of those in call center management much easier. In doing so, however, we tend to overlook some tried and true processes and capabilities already in place that give us great insight into where we are and we're we need to be going.
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
9/3/2015 10:02:46 AM
9/3/2015 9:32:51 AM
9/3/2015 6:58:42 AM
9/1/2015 4:02:58 PM
9/1/2015 10:37:07 AM
9/1/2015 10:33:01 AM
9/1/2015 9:34:19 AM
Call Center Management Resources
- NEW-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