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
6/23/2015 - Agents trained to focus on relationship preservation are good for the bottom line. The key to making the most of this type of environment is implementing the right steps to make it happen. This starts with setting the example. If a customer is unhappy and calls to tell you why, take a moment to accept responsibility for the situation and then start the steps to make amends.
6/22/2015 - Monet Software now offers integration with Salesforce Service Cloud. CEO Chuck Ciarlo shared the news with TMCnet at Call Center Week in Las Vegas.
6/15/2015 - For some companies, it may help to use less stilted language in IVR and call center agent scripts, according to a recent blog post by Chuck Ciarlo, CEO of workforce optimization solutions provider Monet Software. Customers like a friendly voice, and formal tones often don't sound friendly.
6/15/2015 - Many companies' idea of "going multichannel" has been to offer a series of side-by-side siloed channels that don't communicate with one another, and don't allow customers to switch between them. While it is indeed "multiple channels," it's not what customers expect today. They want to be able to start a transaction in one channel, then switch over and finish it in another. Can your contact center platform do that? Not many can today. This is the true "omnichannel" approach.
6/9/2015 - While many contact centers have been trying to get away from scripts to ensure that agents sound a little less robotic and a little more interested in what customers have to say, there are many businesses that require at least some scripting to avoid agents sounding a little too informal. "Uh, hi. How are you?" is almost as off-putting as, "Hello, my name is Mary and I'm pleased to be representing Acme Corporation, your friend in auto parts since 1972. We value your business so how may I be of assistance?"
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