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
6/28/2016 - Just how powerful is the customer experience? If you consider data from Accenture, there is a 66 percent chance that your customers may switch to a competitor simply due to poor customer service. In a study conducted by RightNow, 73 percent of consumers got connected with a brand solely based on their customer service experience. It's not just about making the sale - it's about turning customers into loyalists and then into advocates.
6/21/2016 - What agents will value, however, is more potential to excel in their jobs and benefit from their efforts. Employee engagement is much higher among employees who don't feel their jobs are dead ends, but instead learning opportunities and a way to climb the ranks to supervisors and managers, if they excel, or at least to gain experience that can be brought to another job. First, however, they need to be prepared to excel.
6/20/2016 - Many healthcare organizations may be wary of some workforce management solutions, believing them to be overly complex, difficult to install and integrate, or hard to get workers to use. This is no longer the case today, and companies can choose the tools they require, while skipping ones that may not be relevant to them, according to Ciarlo, who recommends that healthcare organizations first evaluate their needs before they begin to choose, as well as their budget.
6/17/2016 - Once upon a time, the contact center was an entirely different function from marketing. While the two departments may have liaised occasionally, it was usually in the form of a warning from the marketing department that a big campaign was about to drop, and call volumes were about to spike.
6/16/2016 - Until girls catch up in the STEM jobs, there may still be a part for human customer support workers to play alongside chatbots. Some companies are offering human-driven chatbots to better personalize the customer experience. While the chatbot can be responsible for typing scripted language, the human could ensure that the response is adequately warm, human and personalized for the machine.
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