Call Center Management Feature Article
April 20, 2012
Call Center Management, The Affordable Way
By Michelle Amodio, TMCnet Contributor
In the call center culture, workforce management is a common denominator across the board. Call centers need to properly forecast and schedule their staff while maintaining service levels and keeping costs in check. The right workforce management software solution can not only help manage the aforementioned, but it’s not a solution that has to be a luxury or costly expenditure.
Monet Software and their workforce management solution, Monet WFO Live was recently featured in Customer Interaction Solutions magazine, of which highlighted the affordability of using their workforce management solution and running a tight ship that is extremely cost efficient and optimized when it comes to managing call center staff.
Workforce management has come a long way with cloud computing technology now one of the biggest movers in technology. Workforce management in the cloud goes beyond traditional WFM solutions in that it’s easily integrated without having to deploy extra software. For Monet, that was a big request, to move over to the cloud.
“Over the years we have continued to get requests from our customer for a cloud-based call recording solution that is easy to use and affordable,” Chuck Ciarlo, CEO, told CIS magazine. “Monet has spent nearly 9 years perfecting a best-of-breed WFM solution, and call recording has been in our sights for a while. Now we are able to offer it, along with a robust quality management module. Both are fully integrated into a unified cloud-based workforce optimization solution. We are very excited about this offering, and we think our customers and the market will be as well.”
The WFO Live solution combines all that Monet is known for and puts it in the cloud. This includes Monet WFM, Monet Record, Monet Quality, and Monet Metrics.
With Monet WFM, workforce management is made easier with more accurate forecasting and increase agent adherence.
“Monet's solution delivers value to the entire call center business and operation, helping to improve service levels and reduce costs while improving employee morale through more predictable, flexible and efficient scheduling and staffing,” Ciarlo says.
Workforce Management gives organizations the tools to better strategize priorities and objectives with their human resources. The benefits of workforce management are realized in cost and time efficiencies, as overstaffing and understaffing both result in time and cost inefficiencies. When staffing levels accurately meet the work projections, organizations save money and have a happier workforce both of which result in better quality and service to its customers.
With Monet Metrics, all of the aforementioned is easily achieved.
Monet Metrics sets a new standard in actionable intelligence by transforming call center performance management from a reactive to a proactive approach,” explains Ciarlo. “Call centers get easy access to a unified view of key performance metrics and can quickly adjust center operations resulting in better decision making, better utilization of resources, better cost management, and improved service levels.”
Monet has grown its business 100 percent over the last two years and its future in workforce management and as a key player in the call center industry is bright.
Read the full report over at Customer Interaction Solutions online.
Edited by Amanda Ciccatelli