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
5/4/2016 - Forecasting call center volume is a tricky business. Without a crystal ball, managers need to make a lot of educated guesses based on historical call volume and new developments (product releases, sales, etc.) or current events (storms, power outages). Managers also need to analyze the call center's existing key performance indicators and determine whether the current staffing is meeting the forecast call/contact volume. The problem is, it's so easy to get wrong.
5/3/2016 - Ciarlo writes that as contact centers become more omnichannel - adding chat, social media and mobile apps, for example -- the challenges of sorting and analyzing data and turning it into useful intelligence will become even bigger. They will generate more data that can yield more insight into customer behavior.
4/28/2016 - As the industry continues to evolve, there are other roles that are likely to be impacted or even created that are not readily obvious today. For the companies that are willing to pay attention and make innovation a strategic focus moving forward, their call center management will be in a much better place to drive profitability.
4/28/2016 - So you're a contact center manager. You've hired new workers, and explained what you expect of them. You've trained the on your organization's support solutions, telephone system and knowledge bases. You've introduced them to the script. They're ready to go, right?
4/22/2016 - Call recording brings massive benefits to the contact center, helping with a huge range of issues like compliance, training, protection against customer disputes and overall improved customer engagement and service levels. All of these areas have one common denominator, and that is visibility and transparency, an invaluable asset for any contact center.
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