Workforce Management Featured Article
Better Customer Service with Monet WFO Live
There are a number of call centers out there that are struggling with the task of having the right number of agents on staff to make sure that no call goes unanswered or unsolved. The number one reason for abandoned calls in the call center is either being kept on hold too long or suddenly being disconnected, which results in an organization losing both existing and potential customers.
In order to avoid this horrific fate, it is vital the call center adopts a workforce optimization suite that manages every angle of a call center, like quality assurance and agent analytics. In effort to help call centers understand the true value of such a solution Monet Software, a provider of call center solutions, has highlighted the top three reasons why organizations need its very own WFO Live.
1. Workforce Management (WFM)
Monet Live includes WFM tools that allow organizations to improve their service levels, while creating a more flexible and efficient scheduling process because of these key features:
- Forecasting
- Scheduling
- Intra-day Management
- Exception Planning
- Real-Time Adherence
- Configuration and Administration
- Performance Analysis
- Simple ACD Integration
2. Call Recording for Compliance and Quality Assurance
With an easy Web-based solution to record, archive and retrieve customer interactions call centers can use this feature to improve customer service and make sure that all compliance laws and regulations are being followed, and its key features include:
- On-Demand Recording
- Live Monitoring
- Call Playback
- Selective Recording
- Multi-Site Call Recording
- Call Tagging/Exporting
- Audit Trail
- PCI (News - Alert) Compliant
- File Management/Archiving
3. Quality Assurance to Boost Productivity and Service Quality
The Monet Quality feature is an easy-to-use platform that allows supervisors to evaluate the performance of their agents and call center. By eliminating the long hours spent on trying to gather this information without WFO Live, supervisors can now devote more time to other areas. The Monet Quality feature includes:
- Easy retrieval and discovery
- Evaluation questionnaire
- Quality management
- Reporting and analytics
Along with these topics, WFO also has other key features like Monet Screen Capture and Monet Metrics that users can learn more about in its whitepaper titled, “Monet WFO Live - The complete Workforce Optimization Suite.”
Edited by Jamie Epstein
