Call Center Scheduling Featured Article
Call Center Scheduling Provider Releases New Features for WFO Suite
The varying activities that must take place within the call center require a strategic balance. All channels must be accounted for, agents must be in their seats during scheduled hours and call volume must be forecasted accurately. When all of these elements are in balance, the center has achieved proper call center scheduling.
Monet Software, a company focused on providing call center scheduling solutions, recently announced the availability of Monet Quality and Monet Record. These new features will expand the value of the company’s unified Workforce Optimization (WFO) suite. As a result, call centers can now easily and efficiently automate call recording, workforce management, quality management and one economic solution.
This expanded suite not only optimizes the power in call center scheduling, it also drives the improved utilization of resources, increased compliance, better cost management and improved service levels. With the next generation WFO solution offered by Monet Software, companies will be able to effectively redefine their approach to operation and establish flexibility in call center management.
“Many call centers are still challenged with having the right number of agents, with the right skills while ensuring that calls are handled with a high degree of quality and in compliance with regulations and policies,” said Chuck Ciarlo, CEO of Monet Software, Inc., in a statement. “By extending Monet WFM with call recording, and quality management we connect forecasting, scheduling, agent skills, call quality, and compliance into one solution to better meet customer needs and deliver more effective customer service.”
Monet Quality is designed to enable the call center to boost quality assurance, productivity and service delivery. This flexible and easy to use solution analyzes the overall performance of the contact center agent. The center itself can easily improve effectiveness and optimize customer interactions when agent capabilities are assessed and coaching is provided for marked improvements.
Assessments are conducted within Monet Quality with quality monitoring, call assessment and playback, evaluation questionnaires, quality scoring and detailed reporting. Insights and tools are provided to managers and supervisors to deliver the insights necessary to improve customer interactions, call quality and overall productivity.
Monet Record is focused on call recording to ensure compliance and quality assurance. The platform allows for the recording, archiving and retrieving of customer interactions for improved monitoring and to gather business insights. Customer service is improved for the call center while adherence to regulations and policies is assured. Transaction disputes and other service related issues can also be effectively addressed.
Call center scheduling tools definitely help to ensure the right individuals are available to manage all customer interactions. These latest solutions from Monet Software help to ensure those interactions are at the utmost quality levels to protect the brand and the customer base.
Edited by Amanda Ciccatelli