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
4/15/2014 - Has a customer ever called your call center with a complaint? If the answer is no, chances are pretty high that you don't work in a call center or that you've just opened your doors in the last hour. One of the realities of the call center is that customers will call and complain, whether they have a sound reason to do so or not. How you handle that complaint, however, dictates whether the customer will return.
4/15/2014 - The call center, like any other department in a company, is a tool. Just like any tool, how it's used will determine whether it loses money or makes money. An inefficiently run contact center will act as a cost sink, sucking up money and offering very little in return. Regardless of how well trained agents are or how great a company's products and services are, if resources are being wasted, most efforts will be in vain.
4/11/2014 - There's a reason companies have often approached the idea of running a contact center with dread. The average contact center is expensive and complex to run, and companies often don't see the kind of immediate and tangible financial results they might hope from such a large organization. Customer goodwill isn't the kind of thing that can be accounted for on a balance sheet.
4/8/2014 - Employee management is one area where many companies have been stumbling lately. While there is no shortage of value in building a strong company culture that supports friendships and socializing outside of work, "open" operations that make employees feel like they are part of a team and that their opinions are valued, and a supportive environment that monitors performance regularly with the goal of helping employees grow, can become liabilities when misfortune strikes.
4/3/2014 - Is your contact center made up of the very best agents? In your dreams, perhaps. While every call center has a couple of ringers managers wish they could clone, the truth is that in order to keep the call center staffed, many contact centers are full of "good enough" agents and even a few "could be a lot better" agents. But what if you could turn the latter two types of agent into the types you wish you could clone?
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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