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
9/23/2014 - If you're looking to make a different in the contact center - let's say, to improve employee retention and/or employee engagement or boost the quality of service - it's probable that you've considered all the obvious tasks. You've updated the call center's systems and solutions, recrafted the metrics, boosted training and set new goals.
9/22/2014 - While many of the problems have been ironed out (at least until the next enrollment period opens), some call centers are still licking their wounds and hoping they'll do better the next time around. According to a recent blog post by Monet Software CEO Chuck Ciarlo, this is where call center technology, applied with some experience and smarts, can help prevent another open enrollment fiasco.
9/17/2014 - Many of today's WFM solutions offer mobile apps, enabling managers to step away from the office and still be apprised of activity. Sometimes a few minutes of sunshine or a short break can be a major stress reliever and mobility easily enables that while ensuring managers don't lose touch with what's happening inside the call center.
9/17/2014 - Once upon a time, most of a call center manager's day was spent walking the aisles, listening in on conversations (one side of them, anyway) and doling out advice. On rare occasions, a manager might "plug in" to an agent call and listen to both sides of the conversation. With time at a premium, however, this practice was generally reserved only for training or evaluation sessions.
9/16/2014 - This way, you're not only tracking performance, you're keeping tracking of how it directly affects customer relationships, and therefore the company as a whole. According to Ciarlo, some of the more common metrics to track for the purpose of incentives and rewards include average handle time (though it's important not to over-emphasize this one if first-call resolution is a goal), average talk time, average speed of answer (ASA), and after-call work, when agents take the time to finish the tasks required to wrap up the call.
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
9/23/2014 9:37:46 AM
9/23/2014 9:08:06 AM
9/23/2014 8:28:19 AM
9/23/2014 8:18:54 AM
9/23/2014 7:58:54 AM
9/22/2014 5:37:31 AM
9/22/2014 3:07:27 AM
9/19/2014 9:37:44 AM