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
8/28/2014 - Excellent customer service, employee satisfaction, enthusiasm and office organization are all desirable characteristics of a company. To achieve the aforementioned, there must be solid call center management tools. These will help break down KPIs and allow managers to better assess their needs.
8/28/2014 - Irrespective of the size of the contact center, workforce management is a challenge. In addition to making the right technology decision to help manage a workforce, it's also important to understand and address the most basic of workforce issues.
8/19/2014 - While no single approach to proactive activities is the right solution in every environment, simply making it a priority to be proactive can make a difference. The point is to identify those areas that are causing inefficiencies right now and making the necessary adjustments to start proactively tackling these challenges. As a result, you'll ultimately spend less time on these activities and enjoy better outcomes.
8/18/2014 - There are many things that annoy us about dealing with customer support departments: poorly designed interactive voice response (IVR) systems that lead us in circles- agents who don't have any answers, rude personnel and the need to keep repeating our details every time the call is transferred. All these things can contribute to a poor customer support experience.
8/12/2014 - This thinking, however, ignores the potential outcome. When agents are able to apply caring to their role, they find purpose in their jobs. They then see the contributions they make contribute to the bigger picture and are therefore encouraged to do more with these efforts. In the process, the customer enjoys a better experience, agent turnover decreases and overall productivity improves.
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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