Managing the workforce can be a very real challenge in the contact center environment. Agents with a variety of skill-sets and workable hours are scheduled according to the needs of the center, but what happens when forecasting is a little off or training needs to take place? The purpose behind workforce management is to ensure streamlined processes are put in place, but also to give management the opportunity to act fast when needed.
Monet Software is one company specializing in delivering the solutions these contact centers need to make an impact. The company’s Monet Live is designed to deliver an affordable and easy-to-use approach to cloud-based contact center optimization. As a software solution hosted offsite, Monet Live includes performance management, workforce management, quality assurance and call recording.
One of the perks of this offering is that contact centers can start improving service levels while also reducing the costs to the center without making significant investments upfront. They can also sidestep the typical IT requirements of the traditional workforce software platform. It’s also designed around the goal of creating accurate forecasts and developing more effective call center schedules so as to increase agent adherence.
Adherence is a topic that isn’t often addressed, yet is considered to be a critical point of consideration for those in the workforce management sector. For instance, the agent who doesn’t understand why it’s bad to launch online learning initiatives when he or she is supposed to be on the phone isn’t likely to adhere to a schedule appropriately. While there isn’t anything wrong with the promotion of learning, there is a problem when that learning is taking place outside of scheduled events.
Monet Software also focuses on the opportunity to enable the contact center to improve productivity, deliver better customer service and comply with legal requirements within specific industries. Call recording is a great tool to use to move in that direction. As part of Monet Live, it helps to drive the improved customer experiences, quality assurance and optimize the overall service delivered on each and every interaction.
Workforce management solutions with performance tracking metrics allow managers to easily track, analyze and manage the agent, group or the center as a whole, comparing performance to expectations. Given the pressure that’s on the contact center manager today to go above and beyond, access to tools that help lead the way is essential.
So powerful is the Monet WFO Live platform that it was recognized with the 2013 Cloud Computing Excellence Award. This award is given to companies that most effectively leverage cloud computing in their initiatives to bring new and differentiated offerings to market.