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
7/22/2014 - There is a host of contact center research that reminds us what customers find most annoying. At the top of the list are rude or unhelpful agents. Following that is the need to repeat themselves over and over again after getting transferred around. Being given incorrect information is also a bit peeve, as is navigating through a frustrating or difficult-to-use interactive voice response (IVR) system.
7/22/2014 - How well do your employees perform? This is a critical question in the call center as the activities of the individual agents contribute greatly to the outcomes involved. Call center management spends a great deal of time looking into the ins and outs involved in agent performance, investing in tools to make the difference. Whether or not these tools work to your benefit has a lot to do on employee perception.
7/16/2014 - When employees are reviewed regularly, there are fewer surprises, and managers have more time to help workers actually improve the way they do their jobs, meeting personal as well as organizational goals.
7/15/2014 - In the contact center, data is almost everything these days, whether it's customer data or information that helps a company determines how the contact center is performing. Often, this data comes from recordings of telephone calls.
7/10/2014 - Any call center worth its salt is measuring key performance indicators such as average handle time, average talk time, abandoned calls and first call resolution. Metrics are at the heart of the call center, and they enable managers to staff appropriately, keep service standards up to par, and fine-tune operations.
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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