Workforce Management Featured Article
Top 5 Reasons Call Centers Need a Workforce Management Solution
The number one reason for abandoned calls in the call center is either being kept on hold too long or suddenly being disconnected, which results in an organization losing both existing and potential customers. With a workforce management solution in place, like WFO Live, offered by Monet Software, organizations can manage all aspects of a call center, like quality assurance and agent analytics, in order to avoid losing customers because of unsatisfactory customer service.
Along with WFO Live, Monet Software has provided the industry with the top 5 reasons every call center needs a WFM solution. They are:
- Better forecast accuracy: Improve forecast accuracy and track intra-day trends for immediate adjustments.
- Optimized schedule: Create optimal scheduling to consistently meet service levels and control costs.
- Higher adherence level: Monitor agent adherence and other metrics in real-time to take immediate actions and optimize the utilization of resources.
- Insights and real-time metrics: Track and analyze key metrics to optimize service quality and center performance in real-time.
- Better service quality: With WFM, you are sure to have the right people, with the right skills, at the right time, available to help customers in an efficient way, resulting in service excellence.
Monet Live includes WFM tools that allow organizations to improve their service levels, while creating a more flexible and efficient scheduling processes, with key features like forecasting, scheduling and performance analysis. It also comes equipped with call recording capabilities for compliance and quality assurance, with an easy web-based solution to record, archive and retrieve customer interactions. Call centers can use this feature to improve customer service and make sure that all compliance laws and regulations are being followed.
To learn more about how a call center can leverage Monet Software’s WFO Live solution, please read its whitepaper titled ‘Monet WFO Live - The complete Workforce Optimization Suite.’
Edited by Blaise McNamee