Call Center Management Featured Article
Getting More out of Your Workforce Management and Quality Monitoring
While workforce optimization solutions can help companies gain a variety of benefits, including better productivity, stronger customer support and cost savings, some organizations could still use a little help in getting the most out of these solutions. Not every contact center has a workforce management specialist on staff, and newer approaches and technologies may be outside their realm of experience. For these companies, it makes sense to turn to specialized consultants who can help them make the most of their workforce optimization.
Workforce optimization solutions provider Monet Software is now offering services to companies who need to take their workforce to the next level. The company recent announced that it has launched a consulting and strategic services program to help clients maximize performance of their contact centers.
“The most successful and efficient contact centers are those that properly incorporate technology into their best practice processes, and utilize these processes proficiently,” said Chuck Ciarlo, CEO of Monet Software. “Our expert team of consultants will work with agents, supervisors and managers onsite to improve operational effectiveness and software adoption.”
The new services are centered on two particular areas: Process Design and Improvement and Management Discipline. Process Design and Improvement incorporates best practice definitions, activity summaries, work standards, evaluation of coaching techniques and staff flexibility, service level analysis and customer sentiment. Management Discipline looks at intraday reviews, exception and adherence management, evaluation of how software is deployed and adopted, quality management and performance management coaching and training.
Specifically, the two tiers of service offer the following:
Process Design and Improvement
- Observations | Call Handling Analysis | Agent Comparison
- Best Practice Definitions | Benchmark Analysis
- Activity Summaries | Activity Details | Activity Element Analysis
- Opportunity Identification, Quantification and Suggested Actions
- Work Standards | Updated PM Model
- Quality Form Review and Feedback
- Evaluation of Coaching Techniques and Calibration
- Staff Flexibility | Multi-Skilling Study | Cross-Functional Process Review
- Queues Analysis and Design Feedback | Service
Management Discipline
- Intraday Reviews | Exception Management | Adherence Management
- Forecasting and Scheduling Best Practices | Data Analysis and Insight
- Reporting and Follow-Up Methodology Design
- Evaluate Business Adoption of Newly Deployed Solution
- QM and PM Coaching, Training and Role Playing
- Six-Week Course of Daily Diagnostics with Supervisors
- Measurement and Reporting Against Baseline
- Twice-Annual Health Checkup
“Through our in-depth collaborative process, our team will help you better understand desk-level activities, work complexity, value added versus non-value added steps and best practices,” said the company. “We will assess the effectiveness of your Workforce Management, Performance Management and Quality Management model by evaluating your business processes, your performance standards and your overall service and quality strategy.”
Companies interested in hearing more about the services should contact Monet Software on their Web page or call 1-310-207-6800.
Edited by Stefania Viscusi