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
5/27/2015 - For the higher value customer, automation is often not the answer to quality customer care. These individuals want personalized service, available immediately. They don't want to operate within a set list of menu items. They want to feel as though their business is more valuable than any other and customized requests are easily met. Such demands cannot be met with automated systems.
5/19/2015 - Finally, to truly drive performance, Monet Software suggests that you avoid agent burnout. It's very easy to push too hard on the employee base when goals are set too far beyond reach. Instead, set realistic goals and allow agents the flexibility necessary to still have lives outside of the call center. Allowing them to have a healthy balance will ensure they are more productive and care more about outcomes at work.
5/18/2015 - No contact center, no matter the size, can spare the manpower to manually listen to each recorded call. With the right analytics solution, however, it's not necessary. The solution can mine for keywords, voice stress, customers and agents talking over one another, competitors' names and more. With speech analytics, contact centers are assured of gathering all of the valuable data contained in every incoming call, says Ciarlo. Unfortunately, too many contact centers still aren't taking advantage of the technology.
5/12/2015 - When companies began moving some of their sales or customer service to online channels, there was a mistaken impression among many companies: the do-it-yourself nature of the Internet meant that the demands on the contact center would be lower. In the earliest days of e-commerce, finding decent service - or any service at all - on a company's Web site was practically impossible. Today, we know that online customers demand just as robust live help when they require it as telephone-based customers. The channels may be a little different, but the need is just as great.
5/11/2015 - Understanding the needs of the organization and how potential partners can meet those needs is critical for outsourcing success. Call center management able to take that approach to the initiative is much more likely to produce the desired results.
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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