Call Center Management Feature Article
October 30, 2013
Why Call Center Management May Want an Interactive Dashboard
By Susan J. Campbell, TMCnet Contributing Editor
The role of call center management in the busy customer service environment is to keep agents motivated towards goals, on task for performance criteria and focused on schedule adherence. At the same time, these talented individuals also have to train, coach and keep an eye on a number of different activities to ensure specific goals are met. It’s a lot to do in a given day and no manager should try and do it manually.
As such, a number of these professionals have the opportunity to rely on tools from a proven provider like Monet Software. The call center management solutions provider offers interactive call center dashboards to enable these customer service leaders to properly guide their team members to success. It also allows for the easier management of the myriad of activities taking place at any given period of time.
With a color-coded dashboard, the Monet Workforce Management solution provides the supervisor with access to a graphical display and control of the center’s daily activities. Different colors are used on the display to indicate various states of an agent through different stages throughout the day. When the legend is minimized, this viewing can still continue on a 15 minute basis throughout the entire day. The dashboard will also display agent availability versus requirements throughout the day.
Of course this tool is useful in an ideal situation where all agents show up for work, arrive on time, remain efficient throughout the day and clock out at the end of their scheduled shift. Even with the best of intentions, agents get stuck in traffic, get sick, must take a lunch break and attend training. As a result, agents will at times be away from their desk and exceptions have to be noted.
With a graphical roster, call center management can easily drag and drop breaks and lunches or any other activity that is non-call related. The stats at the top that capture agent availability versus requirement will change dynamically as changes are made to the schedule. If an employee’s performance and schedule adherence needs to be evaluated for review time, his or her manager can easily pull the employee record to get a full report on exceptions, changes and deletions.
At the end of the day, members of the call center management team still have much to do to ensure the organization reaches its goals. The good news is it doesn’t have to be a constantly challenging endeavor. With the right tools at the ready, these professionals are better equipped to focus on the customer experience and worry less about the schedule.
Edited by Stefania Viscusi