Call Center Management Featured Article
The Most Important Part of a Business Day
Tracking annual, monthly, weekly and daily business stats is done in an effort to promote a larger cause: making sure customer satisfaction is maintained and meets the standards that are set. To do this every organization must find a workforce management solutions that monitors operational data, displaces key performances indictors, and most importantly, tracks the real-time status of key metrics for specific sites and skills.
According to Monet Software, a provider of call center solutions, the most critical part of maintaining customer satisfaction is to keep track of key metrics throughout the course of the day. It’s a practice made considerably easier through workforce management software. Dashboards provide visual displays of call center data, providing insight into every key WFM process:
- Forecasts – did unforeseen circumstances render your predictions inaccurate?
- Schedules – Are there too many agents this shift? Not enough? Did more agents than expected call in sick? Is there an influx of calls at certain parts of the day? If so, maybe a flexible schedule should be implemented.
- Adherence – Are one-hour lunch breaks becoming 90-minute breaks? Did an agent leave ten minutes before his shift was over? Should an educational course on adherence be given to the agents so they understand how important it is, like how a ten minute absence can affect the call center?
To help monitor these states, Monet offers its Real-Time Pulse solution, which allows call centers to see all the metrics in one single dashboard that is constantly being updated.
These dashboards provide call center management with an instant snapshot of what is happening at every moment throughout the day. With this tool at hand, call center managers can track the progress of their agents and ensure that their customers receive the utmost care on a daily basis.
To learn even more about daily metrics and management please visit Monet’s intra-day workforce management demo.Edited by Blaise McNamee