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
2/9/2016 - In particular, continuous performance management enables employees to take more ownership of their performance through documenting progress, capturing achievements and staying aligned with business goals. Managers, meanwhile, get a complete view into what their teams are working on and are able to provide regular and effective guidance as needed. Finally, HR can track the frequency of one-on-one conversations that take place in an organization, reminding employees and managers to have performance conversations and providing guidance on effective coaching.
2/9/2016 - Agents need to understand that being 10 minutes late may not seem like a big deal, with a complex schedule to maintain, it can be the catalyst that throws the entire day into chaos. Managers need to realize that agents are humans and not robots. If they'd just had a really bad call with an unpleasant customer, for example, don't expect them to be on their best with the next call. It's also important that managers know how to prioritize, and solve problems in their order of importance.
2/2/2016 - Throughout the history of contact center business, it was often seen as conventional wisdom that large companies with different products lines, services or divisions should maintain a variety of different contact centers, separated not only geographic region but also by function. It was felt that when workers could specialize in a certain product or service, they would become experts, and there would be no confusion or overlap. This, of course, was in the days when customers didn't expect to be able to receive the kind of multichannel or omnichannel service they expect today. It also wasn't very cost-efficient, since workers did a lot of parallel tasks that used resources unnecessarily.
2/1/2016 - The benefits may not be immediately measurable - companies or managers operating with short-term goals in mind may find it frustrating to not be able to attach an immediate price tag to each transaction - but the long-term gains are worth it.
1/27/2016 - In 2014 NewVoiceMedia released a study that traveled like wildfire through the executive offices, marketing departments and call centers of the nation. The research suggested that U.S. businesses lose $41 billion each year due to poor customer service. Bad customer service can cost companies in many ways: customer churn, abandoned shopping carts (both in brick-and-mortar stores and online), lost opportunities for upselling and cross-selling, wasted time due to duplicate errors and mistakes, and even public boycotts when a bad customer support experience goes viral.
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-The Human Services Agency of San Francisco Improves Scheduling and Transparency with Monet Software
- NEW-Cost and Benefit Comparison: Cloud vs. Premise vs. Hosted
- 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