What Is Workforce Management?
Workforce management software offers call centers actionable intelligence in preparing staff levels on a daily basis. Generally Workforce Management suites are used instead of standard spreadsheet style scheduling and can offer a more detailed and comprehensive look at your staffing expectations for a given day. By efficiently managing your workforce you can curb issues like shrinkage, over staffing and schedule adherence all of major concern in the call center, where staffing is usually the number one cost associated with the operation. Learn more
Workforce Management Featured Articles
Is Your Quality Monitoring Process Working for the Contact Center or Its Customers?
The end of one year and the start of a next, represent a new opportunity for every contact center. There are few organizations today who can say their customer service is perfect (and if they are, they're likely deluding themselves). Every company could stand to sit down and find a way to review and improve its existing procedures. This is especially true of its quality monitoring...
Learn Why Agent Visibility is Critical to Contact Center Performance
Performance in the contact center is a measure often top of mind for call center management. To get a first-hand look at how one solution is enabling call center management to implement workforce optimization to improve performance, make time for Monet Software's webinar, How to Gain More Insights into the Performance of Your Contact Center...
Taking Control of the Customer Experience with Workforce Management
Whatever business a company engages in, its business with a potential customer starts at the first point of contact. This could be in person at a retail outlet, on the telephone in a contact center or via social media. Regardless of the channel, there is an opportunity there to make and keep a customer, or to drive a potential customer away, depending on how the contact is handled...
How a Story Can Impact Your Workforce Management
Second, do your employees understand how the company got started? There was some reason, some passion that led the founder to take the risk in the first place and create an environment where they get to come every day. Share that story with them on a regular basis, make it part of your values and ensure they understand why it still matters today. If you make it part of your ongoing story, your employees will own it...
Why Workforce Management Solutions Should Include Speech Analytics
The point is that solutions are available that allow you to dig deep into these interactions so you can effectively measure the experience against the outcomes. There are always opportunities to improve agent performance and the customer experience. If you're not doing that now, you're missing out on key opportunities to improve the bottom line...
The Most Critical Support Pillars of Customer Engagement and Loyalty
There are those who say customer loyalty is dead today. This isn't true. It's just that customers have changed the criteria for their loyalty: instead of basing it on a company's products or services, they instead base their loyalty on how a company treats them as a customer. Offer indifferent service, and you'll find that you have indifferent customers...
Call Centers Find That 'Quiet Rooms' Improve Employee Engagement
Results of the quiet room experiments were very encouraging. Companies using them reported fewer escalated calls to supervisors due to stressed out agents, lower employee absences due to stress-related health issues and emotional burn-out and fewer complaints of rude agents. It's a small price to pay for such vast improvements to the quality of customer support and the boost to employee engagement...
Do You Know Your Customer Effort Score?
The other, customer effort score (CES), assesses the amount of effort that a customer had to spend in order to resolve an issue. While not as direct as NPS, CES nonetheless is a clear indicator of how a contact center is performing-and where NPS will be heading in the near future, since businesses that make consumers work for resolutions to their problems is not often a business that develops brand advocates...
Call Center Workforce Management Made Easy
Cloud base workforce management software for more effective call center scheduling, forecasting and agent adherence
Call Recording and Monitoring Improves Call Center Quality
Get a flexible monitoring platform with comprehensive VOIP call recording capabilities
Quality Assurance, Monitoring and Management for Improved Customer Satisfaction
Monitor customer interactions to consistently deliver great service, improve call center quality and customer satisfaction
Provide Even Better Customer Service
Easily track, analyze and manage agent, group and center performance to optimize customer service
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