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
11/23/2015 - The point is to have the necessary resources available for call center management to ensure that customers can avoid the hold queue altogether, or minimize time there when a call is placed. If you demonstrate that their time is valuable, you're much more likely to achieve a higher level of customer satisfaction.
11/23/2015 - By using technology the right way and integrating processes and knowledge, contact centers can change from reactionary, blind organizations whose employees have to work hard to do their jobs correctly to efficient clearinghouses of intelligence properly equipped to find the right answers easily at the right time.
11/20/2015 - When customers are asked what they want in a customer support experience, the word that comes up most often is "fast." Customers today like being able to answer their own questions with effective self-service solutions. When they can't, they reach out for live help. If it's not all they want -fast, easy and positive - they may go elsewhere with their business.
11/17/2015 - Thanksgiving is likely celebrated at a different time for those who need to be on the phones. We're quick to blame retailers for opening their doors on turkey day, but the reality is that without customers wanting to shop, the doors wouldn't be open. Yes, the retailers can ignore the demand, but if your largest competitor is responding with special Thanksgiving hours, how can you afford not to do the same?
11/10/2015 - At its heart, good customer service is an intensely personal, human thing. The best customer support interactions require person-to-person contact, and usually involve people who go above and beyond to show they care about a customer. (On the flip side, the worst customer support interactions are usually also human-to-human interactions.) From this, it might be tempting to conclude that it's people and not technology who make the biggest difference. Some companies may draw this conclusion and use it as an excuse not to modernize. This is a big mistake.
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-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