Call Center Management Featured Article
WFO Live Proves a Valued Asset for Call Center Management
The work of individuals in call center management is never done. There is always another customer to serve, another agent to train or a schedule to finalize. Between forecasting for accuracy, coaching where needed and staying on top of the ebbs and flows in traffic, the role of supervisor is thankless and rewarding all at the same time.
Sometimes those rewards are obvious, while in other situations they are nothing more than a good day where everything goes as planned. When the second of the two can seem fleeting, there’s always the third party that recognizes excellence. For call center management solution provider, Monet Software, such recognition came on behalf of the company’s Workforce Management Live (WFO Live) solution.
TMC’s (News - Alert) CUSTOMER magazine recently designated the solution as a finalist for its 2014 Customer Experience Innovation Award. This honor comes after WFO Live was selected as a 2014 Product of the Year for exceptional innovation by the same magazine. To be considered for such awards, call center management have to trust Monet Software solutions as providing benefits as promised.
In this case, the benefits inherent in the WFO Live solution truly live up to the honors received. In an environment where the outcomes are reliant on the performance of every agent on the team, there is little room for error. It’s no longer acceptable to develop forecasts and schedules manually as customers expect excellence without delay. The management of the workforce has to be automated and it has to be agile.
When workforce management is available in the cloud, it also supports the busy environment that may blend inbound and outbound, in-house and remote agents, multiple locations and a variety of channels. With so many moving parts, call center management need complete visibility into the availability of agents, the skillsets they bring to the table and accurate forecasts to help them hit their mark.
WFO Live was designed to meet these needs and so much more. A customized dashboard ensures management can have deep visibility into all channels and activities. They know when an agent is on a call, the outcome of that call, when an agent is away from his or her desk, the activities that need to take place to hit projections and when exceptions have entered into the mix. Because the call center is such a dynamic environment, management must have access to the right tools that allow them to make changes on the fly without ever affecting customer care.
As demonstrated from the recognition noted here, Monet Software focuses on achieving such goals with its WFO Live. As the call center environment continues to face new challenges, having an automated platform at your disposal to help manage all activity toward the same goal is critical for success.
Edited by Stefania Viscusi