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
8/23/2016 - Ask anyone middle aged or older today about their experiences doing business with companies, and most of them will tell you that it's much more difficult today. While Americans have less leisure time on their hands than ever and work longer hours, the time it takes to settle issues with companies seems to lengthen. There are longer hold times, more calls (because of mistakes or conflicting information) and longer waits for responses in digital channels. Once upon a time, most people would contact companies directly. Today, more often than not, customer queries go through middlemen, which adds time and errors to the process.
8/22/2016 - When was the last time you had the complete and perfect shopping experience? The things you wanted were presented to you as soon as you walked in the door; the price was just right; you could easily find the complimenting items; and the service was quick, friendly and complete. It sounds like the ideal environment where the company truly understands you as the customer and creates the ultimate experience.
8/15/2016 - When it comes to providing the best possible customer support, not all times of day are equal. Depending on your business, there will be times of day, days of week and times of the month when enormous call volume prevents you from offering a great customer experience. It doesn't matter how well trained your agents are, how terrific your contact center software, or how skilled the manager is: long hold times and rushed agents will diminish the quality of the experience.
8/15/2016 - The customer service market is one that continues to play an important role for a number of companies. With so many different offerings looking more and more like commodities in today's crowded spaces, it's critical for companies to set themselves apart when it comes to customer care. Fortunately for call center management, there are a number of solutions available that can help make the process a little easier.
8/8/2016 - What makes cultivating soft skills so difficult is that they can vary from day to day. Every employee has bad days and good days, and soft skills can suffer on the former and flourish on the latter. It's up to managers to ensure that agents aren't letting a lousy mood or a sleepless night affect the quality of soft skills being offered. Call center management needs to pay frequent attention to maintaining the quality of the soft skills on a daily, if not hourly, basis.
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-4 Tips to Improve Intraday Management in Your Contact Center
- 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