NewVoiceMedia, Monet Partnership Means Better Call Center Management

Successful call center management means a direct added value to the bottom line of a business, particularly in these days of frantically-pursued improvement in the customer experience. Better call center management commonly means better performance, less turnover, and a greater overall chance of success. A new partnership effort between NewVoiceMedia and Monet Software (News - Alert) promises to make that management a little easier to carry out.

The new partnership deal calls for Monet's Monet WFO Live system to be built into NewVoiceMedia (News - Alert)'s ContactWorld system, which will bring an element of workforce optimization (WFO) to call center management, a development that should help call center managers solve one of the biggest problems faced in the call center. That problem is the need to offer the most in service while spending the least, a common dilemma but one particularly felt in the call center.

By introducing an element of WFO operations into the call center, it helps ensure that staffing levels are set up just right for the needs of the day, and that agents with certain necessary skills are in place to solve incoming issues. Additionally, there's also a further streamlining of operations, which means less pressure on IT resources is involved, and that also steps in to lower costs.

Monet Software CEO Chuck Ciarlo commented “Monet customers have already discovered the forecasting, scheduling, quality and performance management benefits of WFO Live Workforce Optimization in the cloud. When these time and cost-saving advantages are combined with ContactWorld, the result will allow call centers to take advantage of the highest level of cloud technology solutions, delivering the ultimate in customer experience.”

The call center is no longer viewed, at least for many companies, as a cash and talent sink maintained only to address the worst of customer complaints. In an era where social media can send tales of bad customer experiences around the world in minutes and impact millions of users at once, preventing bad customer experiences—or at least stepping in quickly to fix these—is a corporate survival mechanism. In turn, the call center is now viewed as a collective of experts who can address problems quickly and keep these from becoming the viral bombs that send customers, and potential customers, into a panicked rush for the exit.

Making the call center work better, therefore, only improves the chance of success a business experiences. The new arrangement between NewVoiceMedia and Monet should help produce new value in the call center, and help keep the worst in the customer service debacle from doing damage to the company as a whole. 

Edited by Alicia Young