Quality assurance is one of the core duties of call center management. It's a fairly abstract concept, however, and many companies struggle to put it …

Call center managers are under pressure from all sides today. They've been asked to improve customer loyalty and the customer experience. They've also…

Call center managers should evaluate several key metrics to ensure call centers and individual agents are operating at maximum productivity.

Let's face it: keeping contact center agents engaged, fulfilled and employed at your organization can feel a bit like herding cats. Call center work i…

Poor management practices in the call center impact agent performance and can also damage the entire customer service experience.

There's no danger of AI replacing human agents in the contact center any time soon. The technology is most valuable as a tool to help agents and manag…

Starting a new job anywhere can be tricky, but onboarding in the call center paramount to successful operations. The proper process and protocols for …

It's no secret that turnover is high in contact center. There are a few good reasons for this: many people think it's a terrible job. It's loud and cr…

There are a lot of terms for it. Some people call it "people skills." Others might call it "common sense" or "adulting." In the contact center industr…

What kind of customer experience does your company offer? Has it improved lately? What factors made it improve? What actions lead to the best customer…

The best way to ensure your contact center is doing as well as you think is to compare your performance in certain KPIs to those of other contact cent…

It's months past Halloween, but many contact centers are experiencing an uptick in the number of "ghost calls" they're fielding. You know the type: th…

Most contact centers have a quality management (QM) plan of some sort. Whether it's enforced or not, it exists, even if it's only in a memo at the bot…

For years, the call center industry was plagued by high turnover rates and agent burnout. That's because the focus on keeping customers happy outweigh…

Artificial intelligence (AI) for communications has moved from text-based applications into the realm of voice communications.

2019 is still brand new, and while many of us are struggling with getting to the gym and eating more vegetables, it might be easier to focus on turnin…

IVR is as important as it has ever been and is tied intimately to business success. If you aren't able to deliver on expectations at the first point o…

Being a call center manager is no easy task. People in this position typically do agent recruiting, hiring, and onboarding. Managers coach, educate, e…

Being a call center manager is no easy task. People in this position typically do agent recruiting, hiring, and onboarding. Managers coach, educate, e…

Advanced workforce management software can help contact center managers juggle all their tasks while meeting organizational goals and making life bett…

Working to improve negative perceptions can help contact centers attract better talent, retain top performers, and keep employees and contractors enga…

If your aim is to optimize operations so you can deliver better customer service and meet business goals, you probably want to establish or revisit yo…

Banks and contact centers are separate environments with different goals and services. But they both exist to serve customers and drive business resul…

Let's take a deeper dive at some of the types of technology available to aid call center management in its quest of exceptional customer service. Putt…

Tech support fraud is on the rise, and it's getting more sophisticated. Last year it rang up nearly $15 million in losses.

One way banks can improve customer experience is by employing workforce optimization software. Research firm Ovum says integrating WFO across back off…

Never underestimate the power of empathy.

Contact centers require a broad range of functionality.

Performance management in call centers and contact centers requires never-ending work. But continuous effort in this arena can be well worth the time …

Ultimately, getting to yes means discovering what the customer wants, building trust and engagement, and showing them how you can help.

Voice-activated technology doesn't just afford us fun tools for our private lives. This technology is playing an increasingly pivotal role in the prof…

This article offers tips on how to improve the call center and contact center onboarding process for both organizations, managers and HR leaders, and …

Training, quality monitoring, coaching, and followup are key to successfully addressing contact center change and performance improvement goals.

Businesses and customers benefit when they can work with educated, professional individuals who are empathetic, able to solve problems, and have speci…

Five9, Genesys, Monet Software offer tips on how to improve contact center outcomes.

When Google CEO Sundar Pichai showcased Google Assistant's ability to call businesses on behalf of their customers using artificial intelligence with …

Here are a few tips on how to make your contact center more effective, efficient, rewarding, and fun.

Monet Software's white paper "Seven Strategies for More Effective Quality Assurance in Your Contact Center" explains how organizations can optimize th…

Working in a contact center isn't easy. So it's important for call center leaders to create positive environments and keep agents motivated. Here are …

Establishing a multilingual call center can allow for expedited problem resolution. And it can help your business increase customer loyalty and satisf…

There are a wide array of key performance indicators contact centers use to measure their success. But first call resolution may be the most important…

Adding speech analytics to your contact center can give businesses a competitive edge.

TMC named Monet Software's Monet WFO a 2018 Contact Center Technology Award winner. The unified cloud workforce optimization solution is a robust offe…

A recent report from Dimensional Research and Squelch indicates that most customer support people want to do a good job, but may struggle to do so usi…

Call centers tend to be very controlled environments that seem to exist to meet key performance indicators. There are several best practices these fac…

AI has outperformed humans in reading comprehension, may encourage customers to be more honest, take the time to customize their own solutions.

As interest in and adoption of artificial intelligence-based solutions grow, so does the number of surveys and studies on this important topic. Some o…

Hiring good people, outfitting them with the right tools and training to get the job done, and supporting them by creating the right culture and posit…

How positive coaching can drive success on in the contact center and on the court.

What matters is that the person, the AI assistant, (or the street furniture) treats the customer with dignity, empathy, and personalized care.

Speech analytics systems can boost contact center operational efficiency.

The businesses that can figure out how to align the interests and systems of these different interest groups, however, will understand prospects and t…

To deliver great CX and meet other business goals, contact centers need to pay attention to employee experience. Having the right contact center manag…

To deliver better CX, organizations should look at the user experience their individual processes and systems - like their interactive voice response …

From a business standpoint, the most fundamental and important piece of unstructured data is text, and organizations have the potential to harness the…

In the new world of sales, the days of one-and-done customer interactions don't really work anymore. So sales people need to keep in touch with custom…

The opportunities for artificial intelligence to enhance productivity and influence the future of work seem to be limitless. One place businesses are …

It's so important for employers to encourage and reward their workers, and to provide them with the tools and support they need to be successful - so …

Cloud communications platform provider Twilio announced a partnership with Google Cloud, which will result in the integration of Contact Center AI int…

The call center is the front line for customer service, serving as a typical initial point of contact. Each interaction poses the opportunity to build…

Sometimes we need to get on the phone with a live agent. Often, however, we can find solutions ourselves using a FAQ list, a YouTube how-to video, or …

If you are considering outsourcing your call center or contact center, be sure to look before you leap. Set expectations upfront about service level a…

Liveops says only modernized call centers allow for optimal forecasting, scheduling, and agent payment and recruitment.

Call centers can use forecasting tools to estimate expected shrinkage. And they can leverage proven strategies and new technology to lessen shrinkage.

Anyone who's in charge of a 911 emergency response call center needs to be sure all their people, processes, and technology are ready to meet the need…

Know what you stand for, build your brand, and use marketing and HR to promote your successes.

Understanding what's normal in terms of individual and industry-wide churn, as well as churn for businesses with a similar focus and customer target, …

GDPR takes effect today, so companies are promoting solutions they say help address GDPR call center compliance.

To better engage employees, organizations need to hire the right people in the first place, and then keep them happy by providing them the guidance th…

Monet Software offers advice on how to enable contact center GDPR compliance.

The best leaders and managers care about their employees, are open to input, pay attention to their processes and procedures to ensure they deliver th…

Technology Marketing Corp. has recognized Monet Software solution with a 2017 CUSTOMER Magazine Workforce Optimization Innovation Award.

Be sure to take care of the basics, like proper scheduling - so you have enough people that agents don't feel overloaded. Consider expected call volum…

"There is no greater weapon in a company's arsenal than a great team," writes Tim Zimmer, an associate consultant at Manhattan Strategy Group.

When agents have the expertise, tools, supervisor support, and time they need to do a good job, they typically do it. And that makes for better custom…

Monet Software empowers contact centers and help desks with technology that allows them to work smarter. That way these customers can focus on the thi…

Big data can improve call center efficiency and security in a big way. Data collection and analysis enables businesses to see the origination points o…

The need to deliver omnichannel experiences - which enable businesses to see their customers as whole people instead of a series of unrelated customer…

As an organization, you need to be proactive in explaining to your representatives what your products do, why they do it, and what you and your brand …

In theory, being able to record call center agent interactions with clients is a great training tool and will certainly enhance the overall customer e…

Always-on, and, thus empowered, consumers have prompted businesses to direct more energy on improving customer experience. But improving customer expe…

The answer is to eliminate the communications and collaboration, data, and cultural and organizations silos that now exist at businesses. These silos …

Workforce management software can help contact center managers do more accurate forecasting and set schedules with much greater efficiency.

The American Customer Satisfaction Index reported that aggregate customer satisfaction has stalled. It remained at 76.7 for the third quarter in a row…

If management can keep employees motivated, productivity and the customer experience see a boost. That is why it is vital to have daily or weekly plan…

As businesses prepare for the General Data Protection Regulation to go into effect in the European Union, there's much discussion on how to comply wit…

Healthy competition has a way of increasing productivity, especially at a monotonous position like contact center agent.

To elevate a greater percentage of agents to be top performers, contact centers must carefully and continually work to recruit the best candidates, tr…

Call centers should take care in hiring the people who have the patience and professionalism to do the job. Patience is key, as this is a tough job in…

There are three core words to start eliminating from your vocabulary: need, should, and must. No one likes being ordered around, so start to think abo…

A handful of initiatives can create connections between agents and consumers, easing daily interactions for a seamless experience on both sides.New Wa…

It is definitely not uncommon for random occurrences to happen throughout the workday. They can throw a perfectly forecasted schedule off course, leav…

If a customer calls in with a complaint or concern and gets a disengaged or rude agent, the chances of giving the brand a positive review or shopping …

In order to deliver the best customer service while keeping call centers agents at the highest productivity rate, any flaw or issue in the call center…

What are the key call center KPIs and why are they important? Key performance indicators are the metrics by which most contact centers live and breath…

You have been given the responsibility of teaching a training class to a bunch of call center agents. You are extremely excited and eager to impart yo…

Most contact centers say they'll invest in coaching, training, quality monitoring, and dashboards this year. And reducing customer effort, employing a…

A new report emphasizes the importance of fostering continuous and supportive feedback in work environments. That's based on new research from the SHR…

Contact centers would do well to be more discerning in what they measure, deciding what it really means, and communicating its value to agents and man…

Using forecasting software can help you create the perfect balance of supply and demand in your call center. That way you'll be able to set schedules …