We live in an increasingly mobile society, so the pressure to deliver outstanding customer experience goes far beyond the standard live call with an agent. Today, customers expect to be able to connect with companies via their mobile device, and on multiple channels. As an organization focused on delivering according to customer expectations, it can be a challenge to predict customer demand and then manage your agent resources to be as efficient as possible.
Organizations are also searching for ways to be more agile, turning to cloud technology to ensure flexibility and scalability. Incorporating such capabilities into call center workforce optimization enables companies to better predict customer demand, while aligning availability and agent skills with the needs and preferences of the customer base. So, you can better equipped to adjust to market changes on-the-fly, scheduling agents as needed when volume is unpredictable.
One company who has effectively used call center workforce optimization to meet and exceed customer expectations is Monet Software. In fact, TMC’s (News - Alert) CUSTOMER Magazine named Monet Software Inc.’s Monet Metrics its 2012 Product of the Year Award winner. The company is a provider of cloud-based call center workforce optimization software that allows call centers to improve service levels and reduce costs, without the upfront expenses and IT requirements of traditional workforce software.
With Monet Metrics, call centers can easily optimize and proactively manage all aspects of their workforce. It is a call center analytics and agent performance management solution to track, analyze and manage agent, group and center performance through dashboards, reports, alerts and scorecards.
"Monet Metrics sets a new standard by transforming call center management from a reactive to a proactive approach. Scorecards, key performance indicators (KPI), real-time dashboards and customizable reports deliver a constant stream of intelligence helping call centers take the right action at the right time to better meet their business goals,” said Chuck Ciarlo, CEO at Monet Software, in a statement.
A constant stream of actionable intelligence helps users make informed decisions faster, resulting in higher customer satisfaction, more cost control and better utilization of resources. Monet Metrics provides management with a unified view to analyze performance metrics such as agent adherence, service levels, labor costs and staffing resulting in informed decisions.
Additionally, it motivates agents to self-manage their performance and take action with coaches and supervisors based on real data and KPI’s to meet business objectives.
Moreover, Monet Metrics frees up time for supervisors and managers to focus on working with agents, in order to better coach and train, them instead of collecting and analyzing data. Pre-build reports and metrics make relevant data readily available to proactively manage call center performance.
"Monet Software was selected to receive Customer Magazine 2012 Product of the Year Award for its achievement in advancing customer experience management technologies. Monet Metrics has demonstrated excellence as well as provided ROI for the companies that use it," added Rich Tehrani (News - Alert), CEO, TMC.
The 15th Annual Product of the Year Award winners are published in the January/February 2013 issue of CUSTOMER Magazine.