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
10/24/2016 - Talk to an experienced call center agent, and he or she will likely have a plethora of stories about managers and their management styles. Chances are good some stories will be recounted with respect, and others will be "nightmare boss" anecdotes. The manager is the point around which the entire contact center pivots, so getting a manager to adapt his or her style to the "tone" of the organization is critical.
10/24/2016 - It's never good to burn bridges, especially when those bridges have a lot to do with the economic health of a particular society. For years, the U.S. has found significant opportunity in the Philippines, with companies creating jobs and strengthening other relations. It appears this wasn't the path Philippine President Rodrigo Duterte preferred and now call center management in the country is scrambling.
10/18/2016 - Most business functions are undergoing some kind of automation today, and one of the hottest areas for automation is people management. Human resources eats up a huge portion of most company's budgets, and many HR departments are strong holds of outdated technology, manual processes and poorly integrated systems. They're also not very effective.
10/18/2016 - The standard approach to customer service in the call center has typically been to ensure the agent can satisfy the customer's needs in the least amount of time. While it sounds like efficiency, the same old approach to hitting the numbers may not be enough to keep the customer base happy. In a market where workforce management is a formidable tool, it may just be time for a change.
10/12/2016 - The ongoing task for anyone involved in the call center - from the front lines, to management and the back office, is to ensure customer needs are always being met. It's the chief goal no matter what industry or market you're talking about: Keep the customers happy and keep them doing business with you.
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