Monet's Call Center Resolutions for 2011

It’s certainly the time of year of resolutions, but thankfully that’ll be over soon, and the crowds at the gym will thin out to normal size soon enough.

Officials of Monet Software are concerned that you maybe haven’t been as diligent as you probably should have been with the new year’s resolutions for your call center, the ones that don’t involve chocolate, that third glass of wine or being nice to morons. So they’ve agreed to help you out a bit.

“At the beginning of a new year, as new plans and strategies get implemented, it might be a good idea to step back and think about your new year's resolutions for your call center,” company officials say. “Think about some key questions you should ask yourself and your team to help you improve the operation of your call center in 2011. Here are a few questions to consider:”

What were the key challenges in 2010 and how can we overcome them?

What do we need to do to keep our agents happy and motivated?

How can we better serve your customer?

How to maintain or improve your service levels?

How can we better use new web-based technologies to make our work easier and more efficient?

What online sources are available that provide me with new tips, ideas and tools (blog, Twitter, etc.) for my daily work?

What are the top three things I should focus on in 2011?

Last year TMC (News - Alert) wrote about the list Monet prepared to help organizations ensure that their call centers are running at peak efficiency. The 10-point checklist is offered for free as part of the company's Workforce Management Success Kit ,available on its recently-redesigned website.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Chris DiMarco