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
5/24/2016 - The division of your company responsible for keeping customers happy has a lot to do. From answering phones to responding to posts on social media to ensuring emails are returned in a timely manner, it can be challenging to ensure all processes are followed in a timely manner while keeping everyone happy. Only the best in call center management can keep so many balls effectively in the air.
5/24/2016 - What is it that sets mediocre customer support operations from great customer support operations? What is it that the companies at the top of the heap of customer service - think Zappos or LL Bean - do that the laggards (every cable company in the United States) seem incapable of? For starters, it's the quality of people they hire. But there's more to it than that. It's about the attitude these top performers have when it comes to their customers. Support isn't a "necessary evil," it's an opportunity.
5/17/2016 - You already know that keeping customers at the center of your business is critical to its success. In fact, you may even have some great ideas about how to improve your customer focus. But what if you're finding it challenging to transition those ideas into action in a way that makes sense for you, your employees, and your customers? What then?
5/17/2016 - Not necessarily. While Americans may be more likely than others to voice their displeasure with a company, other customers - think the British and Canadians - may be what the customer support industry should be calling "silent switchers." These are people who, unhappy with a customer experience, will simply abandon a company and go seek another.
5/12/2016 - Hiring the right people is a great place to start, but before you can do that, you need to define your goals. If your end result is to be "better customer support," you need to first determine the best way to achieve that. Some ideas include:
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