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
Building an Effective Strategy for Handling and Reducing Customer Complaints
It's not an easy task, and it takes a certain quality of person to remain upbeat even in the face of hostility and borderline abuse. There is, however, something to learn, even from the most difficult calls...
Key Considerations in Choosing Project Management Software
If you know anything about the average office employee, you know that they don't spend nearly as much time on task as they could. Indeed, a recent analysis found that most office workers spend less than half of their time focused on official tasks. The rest of the time is a split between useful (and useless) meetings, sorting through emails, dealing with interruptions, and other breaks in the office day. These are not numbers that make supervisors feel great about their employees' productivity...
Why You Need Workforce Management to Keep Your Good Agents
As workforce management solution provider, Monet Software highlighted in a recent blog post, there are benefits to paying attention to these two challenges. When you apply the right resources to keep your good employees and prevent burnout, the result is a better pool of quality agents overall. Everyone on your payroll will benefit from the intentional approach to support, quality interactions and positive feedback. In the end, employees are happy, content to stay put and deliver the quality experience your customers have come to expect...
The True Value of Workforce Management Systems
Is workforce management software really necessary? Yes, and a recent deployment of Monet Software's Workforce Optimization suite shows why...
Monet Software's Flurry of News Includes Salesforce Service Cloud Integration
Monet Software now offers integration with Salesforce Service Cloud. CEO Chuck Ciarlo shared the news with TMCnet at Call Center Week in Las Vegas...
This Call - or Email, or Chat, or Social Media Post - May be Monitored
Most people today are accustomed to having their calls to contact centers recorded. We know that companies use these calls to verify disputed transactions, train new agents or spot-check more experienced agents' skills, or to evaluate agents for raises or promotions (or demotions). But call recording is about more than agent evaluations. Today, many companies use call recordings in conjunction with data analytics so they can mine intelligence from the calls. Are customers mentioning competitors' names? Are they making similar complaints? Are they raising more issues than usual with shipping or returns problems? Analyzing call recordings can yield a whole new level of insight into operations...
Five Questions You Can Answer with Workforce Analytics
Workforce Analytics puts HR managers on the front lines of decision-making, and provides organizations with the facts and data they need to make strategic decisions about prioritization and investments in their employees...
Designing Contact Center Layout for Quality and Success
All over the world, a trip to any contact center will find a similar design or layout: rows of spare cubicles with low walls, carpeted floors, and aisles for managers to walk through. Not all contact centers are created equal, however: some turn out terrific customer support and others do little but antagonize customers all day. While the factors that determine whether a contact center will be high performing or low performing are varied and complex, there is some evidence that the layout of the contact center plays a significant role in how functional it is...
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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