Good Workforce Management in the Contact Center is About Much More Than Scheduling

By: Tracey E. Schelmetic    1/3/2014

For this reason, communicating goals, methods and challenges to employees is critical. If employees don't understand the goals and how the company pla…

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Call Quality Scoring Built into Workforce Optimization Can Turbocharge Performance Evaluation

By: Tracey E. Schelmetic    12/30/2013

Most contact centers use call recording as a critical element of agent performance evaluation. The idea is that at review time, managers can listen to…

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The Home Agent Model Can Benefit Quality and Boost Service Levels While Keeping Costs Low

By: Tracey E. Schelmetic    12/26/2013

U.S. companies are at a crossroads when it comes to customer support. The offshore outsourcing of previous decades - a business model that was promise…

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Boosting Quality and Reducing Costs By Putting Workforce Optimization in the Cloud

By: Tracey E. Schelmetic    12/26/2013

Contact centers have been around for a long time, dating back to the late 1950s. The idea of "workforce management," in those early decades, would see…

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Outdated Call Recording Solutions Create More Problems than Benefits

By: Tracey E. Schelmetic    12/19/2013

If you run a call center operation of nearly any size, from just a few agents to hundreds or even thousands, you probably use call recording software.…

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It's The Holidays: Your Customers Expect Some Basic Gifts from You

By: Tracey E. Schelmetic    12/18/2013

Since it's the season for wishing, chances are pretty good that many customers are wishing for better customer service. Since it's also the season for…

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Why Call Center Management Needs Cloud Computing

By: Susan J. Campbell    12/11/2013

As Unified Communications is gaining momentum in the corporate environment, call center management already relying on cloud computing and VoIP phone s…

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Monet Software Launches Workforce Management Resource

By: CustomerZone360 News    12/9/2013

Workforce Management Resource is designed for decision-makers from contact centers seeking information regarding effective workforce management soluti…

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Call Center Management: Getting the Most Out of Your Tools

By: Michelle Amodio    12/6/2013

Irrespective of the size of the contact center, workforce management is a challenge. In addition to making the right technology decision to help manag…

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How to Gracefully Handle a Challenging Customer Call

By: Michelle Amodio    12/5/2013

As a call center manager, using tools like a workforce management solution can help in these instances. Monet Software's Workforce Management offering…

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Are You Measuring the Right Metrics or the Wrong Metrics in the Contact Center?

By: Tracey E. Schelmetic    11/26/2013

Every contact center tracks some kind of metric, measuring performance and matching it up against historical norms. Some contact centers track far mor…

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Top Trends for the Contact Center in 2014

By: Tracey E. Schelmetic    11/26/2013

As the year winds down and we begin to anticipate turkey, candles and sleigh bells ringing, it's also time to look ahead to the New Year and examine t…

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Regular and Easy Quality Management is the Key to Employee Engagement

By: Tracey E. Schelmetic    11/21/2013

While many companies pursue the Holy Grail of customer engagement, too many are missing the right foundation on which to build customer engagement. Em…

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Lack of Vacation Leads to Burnout and Lost Productivity

By: Tracey E. Schelmetic    11/18/2013

So why are so many Americans leaving vacation days on the table? There are a number of reasons, including a desire to "stockpile" days for an illness …

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How to Speed Call Center Training

By: Susan J. Campbell    11/13/2013

The longer, more strategic approach to training becomes instead career development. You can always make coaching a priority; but training the agent to…

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Managing Shrinkage is a Critical Element of Accurate Call Center Scheduling

By: Tracey E. Schelmetic    11/11/2013

While the ability to put together a useful and accurate schedule is critical in the contact center, not all schedules are created equal. A schedule th…

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Property & Casualty Insurers Fret Over Workforce Management

By: Rory Lidstone    11/6/2013

Workforce management software has a lot to offer contact centers and professionals in a variety of industries, but apparently some need it even more t…

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Customer Service at its Best: Anticipating Problems

By: Steve Anderson    11/6/2013

Customer service by and large exists for the main purpose of helping customers. While in some cases this help involves answering questions about a cur…

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How to Optimize Workforce Management and Call Center Scheduling for Performance

By: Susan J. Campbell    11/1/2013

The measurement of call center performance helps to drive the alignment of processes, resources and people to ensure business goals are realized. To t…

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TMC Honors Monet Software with 2013 Cloud Computing Excellence Award

By: Jyothi Shanbhag    10/30/2013

Monet Live is an affordable and easy to use cloud-based call center optimization software solution that comprises workforce management, performance ma…

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How Workforce Management Improves Performance

By: Susan J. Campbell    10/23/2013

So powerful is the Monet WFO Live platform that it was recognized with the 2013 Cloud Computing Excellence Award. This award is given to companies tha…

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Keep an Eye on the Big Picture in the Contact Center

By: Mae Kowalke    10/21/2013

Efficiency and effectiveness in the contact center often is a matter of the little things: The hold time, the way an agent answers a call, the procedu…

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Five Surefire Ways to Retain Top Agents

By: Mae Kowalke    10/17/2013

The heart of the call center really is the agent. The best policies can be in place and still the customer experience will amount to nothing positive …

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Interview Agents by Phone for Better Hiring Insight

By: Mae Kowalke    10/17/2013

This probably was a mistake. That's because no customer is going to talk with an agent in person. How will they interact with this customer? By phone,…

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How to Succeed with Workforce Management Tools

By: Susan J. Campbell    10/14/2013

Managers in the contact center environment tend to have specific goals, such as improving the customer experience, delivering better customer care, im…

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Technology Underused by HR

By: Mae Kowalke    10/9/2013

One area where recruiters are not seizing the trends is when it comes to mobile data. Only 7 percent of employers surveyed by Spark Hire have a mobile…

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Workforce Management Automation Considered Superior to Manual

By: Rory Lidstone    10/8/2013

Conducted in conjunction with a publication for HR professionals, this year's report focuses on three core areas of concern: labor compliance, workfor…

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Improved Management Tactics Make it Easier to Accept Millennials

By: Susan J. Campbell    10/3/2013

The next generation workforce has a new trend - the arrival of the millennials. Like each generation before it, millennials bring a breath of fresh ai…

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Increasingly, the Workforce is Flexible and Temporary

By: Tracey E. Schelmetic    10/2/2013

Business has changed in the last decade in the usual ways: technology innovations have continued, new channels of customer service have arisen, market…

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Why Call Center Scheduling Relies on Workforce Management

By: Susan J. Campbell    9/30/2013

This challenge is not unusual in the larger call center environment. If a spreadsheet was used to schedule the staff for that shift, panic may set in …

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Contact Center Management Success: Mastering Forecasting and Scheduling

By: Tracey E. Schelmetic    9/27/2013

Good call center managers share a number of characteristics. They are often empathetic people who understand what makes others tick. They are efficien…

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Today's Workforce Management Charts Provide Schedule Compliance at-a-Glance

By: Tracey E. Schelmetic    9/27/2013

Call center scheduling is both an art and a science. In the earliest days of call centers, the schedule was prepared on graph paper based on complex a…

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Average Handle Time Isn't the Most Important Metric, but Don't Discard It Completely

By: Tracey E. Schelmetic    9/19/2013

While it's absolutely true that quality is far more important than quantity when it comes to customer service, this doesn't mean it's in a company's b…

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Why Workforce Management is Worth Consideration

By: Susan J. Campbell    9/17/2013

One recent post by Thore Babin-Ebell, Director Business Development, ASC telecom, highlighted the trends taking place in workforce management and work…

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Why Efficiency Matters in Workforce Management

By: Susan J. Campbell    9/10/2013

Today's call center agents are doing everything through the desktop. They are accepting calls, verifying data, inputting information into the CRM solu…

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Why Quality Assurance and Training Teams Must Work Together in the Contact Center

By: Susan J. Campbell    9/9/2013

A robust workforce management strategy includes call center training and quality assurance, according to a Monet Software blog. The company highlighte…

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Verint Partners with Badgeville to Gamify WFM Solution

By: Paula Bernier    9/5/2013

Gartner forecasts that by 2014, more than 70 percent of Global 2000 organizations will have at least one gamified application.

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Do You Design Your Workforce Management with the Customer in Mind?

By: Susan J. Campbell    9/4/2013

The talk surrounding the typical contact center is generally focused on agent activities, customer satisfaction, the consistent reduction in overall c…

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Etech Technology Division Introduces First Remote Worker Management Solution

By: Deepika Mala    9/3/2013

Many companies today are interested in enabling contact center agents to work from home. Working from home helps companies to make huge cost savings a…

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Workforce Management at its Best: Knowledge Services to Create Tons of Jobs in Indiana by 2018

By: Madhubanti Rudra    8/28/2013

In 2011, the company, which is Women's Business Enterprise (WBE) certified, announced its plan of creating 200 jobs by 2015. Having already exceeded t…

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Workforce Management Solutions Work For, Not Against, Call Center Agents

By: Tracey E. Schelmetic    8/28/2013

Since workforce management keeps track of agent schedules and often monitors adherence, many agents feel that the technology is a bit "big brotherish,…

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A Better Workforce Needs a Break

By: Mae Kowalke    8/23/2013

Unlike our European counterparts, we do not know how to take vacation. Last year 70 percent of U.S. workers did not use all of their vacation days, ac…

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How Workforce Management Helps Embrace New Opportunities

By: Susan J. Campbell    8/21/2013

The typical work environment is no longer 'typical.' Professionals work in different ways, different capacities, and with different expectations. Tech…

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Why a Happy Workforce Means a Happy Customer Base

By: Susan J. Campbell    8/13/2013

In conversations surrounding customer satisfaction, there is a lot of focus on what the customer needs to be happy. It's an important focus, but it's …

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Does Your IVR Help or Hinder Your Business?

By: Tracey E. Schelmetic    8/13/2013

The IVR is simply a tool, and like any tool, it can be used for good or for ill. Few people would argue that it has the potential to make callers' liv…

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Support the Empowered Call Center Workforce with Empowered Workforce Management

By: Tracey E. Schelmetic    8/8/2013

The call center today is a different beast than it once was. For starters, it's a more complex organization. It handles multiple channels and communic…

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Why Live Agents Matter to the Bottom Line

By: Susan J. Campbell    8/7/2013

Agents are in place to help build customer relationships. If they are simply viewed as individuals completing transactions, the organization will spen…

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JFS Specialty Services Improves Workforce Management with NOVAtime

By: Raju Shanbhag    7/30/2013

Businesses today must focus their efforts on better management of their workforce if they want to increase productivity and profitability. Many of the…

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How Trends Affect Workforce Management and the Contact Center

By: Susan J. Campbell    7/30/2013

As such, it's critical for contact center leadership to stay on top of the latest customer service initiatives and technologies that can improve the e…

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Workforce Management for the Exiting Baby Boomer

By: Susan J. Campbell    7/24/2013

Have you stopped for a moment to think about what the market will resemble when Baby Boomers leave the workforce? It's set to happen in droves as many…

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