Call Center Management Featured Article
Monet Shows Off Benefits of WFO Solutions
Workforce optimization solutions make running and managing a contact center easier – there’s no doubt about that. But make those same tools available integrated into one offering, and via cloud – and the benefits are multiplied.
Monet Software understands the demand on call center management and is fully hosted on Amazon’s EC2 platform – making it reliable and secure. It also offers ACD, WFM, forecasting, scheduling, call recording, quality, performance management and analytics together – so users don’t have to piece together different solutions from the market and hope they all work. Instead, they get the offering they need already together, via the cloud – which means, faster ROI, easier implementation, and a much shorter learning curve for management teams. Who doesn’t like the sound of that?
In fact, the company’s integrated WFO solution has been able to eliminate typical headaches of the call center - like trying to manually manage and schedule agents using spreadsheets. How can managers know if agents are complying with their schedules and working optimally if they can’t see what they are doing?
Monet’s WFO solution integrates with ACDs and call recording packages and is able to take historical call data and use that information to automate and optimize calls and forecasting so it matches up with actual needs and targets.
Imagine being able to use that information to dictate the scheduling of breaks, training, time off, whatever it is, related to having agents manning your call center in the most efficient way possible? That also means over performing is possible – and it’s possible without having to over staff or creating inefficiencies and losing money.
For more, check out the prerecorded version of “ Monet WFO Live in Action,” where Account Manager Nate Welsh and Rich O’Farrell, WFO Application Consultant at Monet discuss and demonstrate the ways Monet’s cloud-based WFO can help contact centers with gaining more insights while at the same time improving performance and service quality.
Edited by Maurice Nagle