Workforce management in the call center space is always a challenge, and since staffing is generally the largest overhead a company will face, it’s mission critical to any operation. But if you’re new to the contact center space, or have run out of ideas on how to effectively manage your workforce, then you’re going to need some help. Fortunately workforce management software provider Monet, is willing to offer its encyclopedia knowledge on the topic, and is incorporating social media to bring the conversation to a wider audience.
Through itsTwitter handle @MonetSoftware, the company is working to build up conversation on multiple topics. Those looking for answers about customer experience, call center management best practices, workforce management tips, cloud computing in the call center, call center events and specific tips and tricks about forecasting and scheduling can easily flip through Monet’s twitter feed for a wealth of information. By engaging in social media, Monet can keep constantly in touch with the community and enter into the conversation as needed.
In a recent blog post, Monet Software discussed how the proliferation of social media plays into workforce management efforts. The reality is that contact centers, customer service centers and call centers must embrace this new engagement method and make sure they have the staff available, trained and scheduled to manage these multiple channels. It seems that with its foray onto Twitter (News - Alert), Monet is taking its own advice and working to be more available on social media channels.
Monet’s workforce management products are designed to collect information about an operation and offer managers a more intelligent way to forecast what they’ll need during seasonal volume peaks. The product also allows users to create mock scenarios that give insight into the unforeseeable.
Workforce management is absolutely one tool that call center execs need to have in their belt if they want to succeed. By making themselves available through social media, and providing top notch workforce management solutions it would appear that Monet Software feels the same way.
Chris DiMarco is a Managing Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter @cpdimarco.
Edited by Jamie Epstein