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
3/24/2015 - A recent Monet Software blog followed the same thought process, highlighting the importance of a unified system for quality service delivery and reporting. For call center management, this means access to a system that connects all aspects of skills, scheduling, metrics, quality, compliance and more, presenting information in qualitative and quantitative formats. This ensures metrics are displayed in one place, management can easily associate performance to outcomes and the availability of real-time data ensures immediate reaction and adjustment.
3/23/2015 - Other tactics to improve the quality of online customer support include ensuring that all channels, including online and brick-and-mortar, are in sync. A major source of frustration for customers is when action taking in one channel does not carry over to another.
3/19/2015 - The state of customer service today seems to be in a bit of a flux. While certain companies are doing amazing things for customers - think of Amazon with its live help "May Day" button, or Zappos, that has practically turned customer service into a religion - a majority of companies are still lagging. Organizations in certain verticals (telecommunications!) have become punchlines thanks to their abysmal customer service. This is a problem, because in a commoditized global marketplace, customer service excellence may be some companies' only differentiating point.
3/17/2015 - Call scoring, or evaluating calls on a pre-determined set of criteria (such as maintaining call control, keeping a courteous tone, hitting the right script elements and keeping the customer informed of actions during the call), can be a great way to review and analyze recorded calls for information that can benefit customers, agents and company sales and marketing plans, according to a recent blog post by Chuck Ciarlo, CEO of workforce optimization solutions provider Monet Software. Agents are given a score for each element, either on a 1 to 10 scale or with A to F "school" scores.
3/12/2015 - Companies can poll customers and build a sense of community at the same time by (for example), presenting questions on social media vehicles such as Facebook.
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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