Workforce Management Featured Article

Monet WFO Live Excels in Performance, Named 2014 Product of the Year

Developing a product that meets the needs of the target market is a great first step to a company’s success. What really sets it apart from the competition, however, is third party accolades that speak to its strengths and market positioning. For workforce management solutions provider, Monet Software, these accolades come from TMC (News - Alert) for its Monet WFO Live, a cloud-based call center workforce optimization solution.

In fact, this product was named TMC’s 2014 Product of the Year due to its excellence in performance. The solution is designed to deliver a unified workforce optimization platform that transforms call center management form a reactive-focused approach to one putting proactive focus as the priority. The solution enables customers to create accurate forecasts and efficient schedules, and record and monitor calls. Users can also track cross-functional performance metrics, doing all of this with one integrated cloud-based platform.

Such a platform is in high demand in the call center industry as these organizations need the ability to properly forecast and schedule call center staff while also maintaining service levels of proper cost levels. The ability to do all of this without getting outside of a comfortable budget is critical and Monet Software has often touted the affordability of their solution. When a low cost is combined with improved efficiencies and productivity, it’s hard to justify not making the investment.

The key to the cost efficiency of WFO Live is the fact that it’s readily accessible in the cloud. The solution was also designed for ease-of-use, thanks to nine years spent perfecting the best-of-breed offering. The fully-integrated solution offers call recording and robust quality management, thanks to access to Monet WFM, Monet Record, Monet Quality and Monet Metrics. Benefits include accurate forecasting, increased agent adherence, improved service levels and enhanced employee morale.

Call center staff can benefit from this workforce management solution as it enables predictable, flexible and efficient scheduling and staffing. Plus, management benefits from access to tools that help better strategize priorities and objectives with their human resources. When schedules are designed according to actual need, agents are busy during their shift and better adhering to the schedules. The call center isn’t wasting money on idle agents or leaving customers in the queue too long when staffing runs short.

The unified view of current performance makes a significant impact on the call center overall as management can proactively manage instead of simply reacting to changes or challenges. With a unified view of all performance metrics, managers can quickly adjust the operations of the call center to facilitate better decision making, better use of resources and improved service levels. It is a single solution that tackles many of the challenges associated with the busy call center, enabling greater results and a healthier bottom line.