Workforce Management Featured Article
Ready to Drive Better Performance in the Contact Center?
The challenges that exist in the modern contact center often mirror those that occurred in the call centers of yesterday – scheduling the right individuals for the right time of day. To accomplish such a goal, accurate projects are necessary. When the calling floor consisted only of live phones, the variables were not as complex. Today’s multi-channel environments require so much more.
For instance, contact centers are demanding access to workforce management so leaders could easily create forecasts and schedules that are more accurate. The solutions also help to increase agent adherence to schedules and make the easy management of exceptions throughout the day possible. The ultimate goal is to keep agents happy and on task, while also ensuring customers receive quality service.
Today’s contact centers also need quality monitoring if they want to compete in dynamic markets. Monitoring customer interactions is essential if great service is a priority and customer satisfaction is the goal. For a number of companies, this monitoring may be essential to ensure compliance with industry regulations. Others may be focused on agent training and matching the needs of the center with the skillsets of the agent base.
Of course none of this matters if the contact center isn’t paying attention to overall performance. There are certain metrics that are essential in measurement, especially when cost and the customer experience are important. The contact center can easily drain resources without producing benefits for the organization.
When the customer experience is the primary focus, however, performance tends to follow suit, with a little bit of hard work. That work includes tracking, analyzing and managing agents, groups and overall performance in an effort to optimize customer service. The ultimate goal is to ensure all activities and individuals are working toward the same end. With workforce optimization solutions, the challenges that can exist to prevent such a streamlined approach to operations are eliminated.
To get a better understanding of how the contact center can make this happen, Monet Software offered a free webinar, Monet WFO Live in Action. The company’s workforce optimization solution has proven valuable in current implementations. One quote from the webinar: “Having the right-skilled agents in the center at the right time with give customers a much better experience.”
The value associated with the Monet Software solution also empowers companies to overcome challenges that limited their ability to respond to the changing dynamics of the industry. “One challenge that a number of our customers face before implementing Monet is that it is near impossible to adjust same day changes in their center.”
If you’re ready to learn how Monet Software’s solution might be able to transform performance in your contact center, check out the free webinar, archived here.
Edited by Stefania Viscusi