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
7/28/2015 - Today, this approach is changing, turning this once cost center into a profit center when the right strategy and execution is applied. Call center management no longer needs to fill the role of the necessary evil and instead should get priority notice in the C-suite. A recent report released by Zendesk in partnership with the International Customer Management Institute (ICMI), however, suggests that call centers need to do more to prove their value to the organization as a whole.
7/27/2015 - Other ways to improve the customer experience quickly include revamping self-service technologies to be more user-friendlier and easier, adding chat (for customers surfing either the mobile or the desktop Web) and bringing social media support into the main body of the contact center to be treated like any other communications channel.
7/21/2015 - Managing the customer experience is a challenging task, no matter the industry in which you operate. It's no longer acceptable to simply provide a live agent to answer calls. Today, you must offer multiple ways of interacting in real-time, through both live agents and automated self-service. The experience has to be customized, quality focused and seamless across all channels. It's a lot for call center management to digest and demands a focus on a new way of doing business.
7/20/2015 - Ask 10 businesses today if they offer multichannel customer support, and most of them would probably tell you "yes." The problem with multichannel customer support is it seems to mean different things to different people. And while it's paid a lot of lip service today, few companies have actually achieved a state of complete customer-centric integration between all its communications media on a single platform.
7/15/2015 - Knowing how to get the most from a workforce management solution is not always immediately evident, however. Monet Software, which makes the cloud-based workforce management solution, Monet WFM Live, recently outlined some of the basics in a recent blog post. These basics are worth emphasizing.
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-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