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
10/22/2014 - Workforce optimization solutions make running and managing a contact center easier - there's no doubt about that. But make those same tools available integrated into one offering, and via cloud - and the benefits are multiplied.
10/21/2014 - Your forecast is an important tool, but it needs to match the current trends of data collected for the day. The intra-day functionality allows you to make the necessary edits so your agents can stay on track.
10/14/2014 - When trying to solve human resources problems in an organization, it may seem a bit cliched to include the power of "thinking positive." No call center problems have ever been solved with bumper sticker slogans, after all. Yet the idea shouldn't be dismissed out of hand. Call center agents often take their cues from managers, and if managers are negative, critical of the organization, cynical or dismissive, chances are good that rank-and-file agents will adopt a similar attitude.
10/13/2014 - Likewise, the agent who is doing the job right and delivering value for the call center and the customer can be used as the example to follow. With call recording, that agent's calls can be used in training and coaching sessions, providing other agents with the perfect example of how to wow the customer and drive the desired results.
10/8/2014 - Marketing and media services company CrossClick Media announced this week that is has hired Herschel L. Younger, a call center professional with over 12 years of experience working in the field of marketing, to its management team. Some of those years with the Hillary Clinton New York senatorial campaigns and with President Barack Obama during both his campaigns for the office of president. The hire suggests that CrossClick will be providing services for the VotersforHillary.com campaign before the end of 2014 when she is expected to announce whether or not she will run for the office of President.
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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