Workforce Management Featured Article
Monet WFO Live Receives Accolades for Exceptional Customer Experience
Workforce optimization (WFO) plays a big part in how businesses deal with not only their employees, but their customers as well.
Using a WFO solution means gaining insight into your customers’ wants and needs - insight that could help you make better, more strategic decisions about your products and services, staffing, and competitors to better serve the people who give you continued business. It means managers can effectively deliver a pleasing customer experience—not only in the contact center, but across all the areas of the enterprise that “touch” customers in some way.
Solutions like Monet WFO Live helps call centers automate many of the processes that make up the entire picture; automating workforce management, call recording, agent analytics, just to name a few. It’s because of this that the product was selected as a finalist for the 2014 Customer Experience Innovation Award presented by TMC’s (News - Alert) CUSTOMER magazine.
Call centers are the hub of client and customer contact, and rely on various mediums to reach out to said customers. Encompassing all the activities needed to maintain a well-oiled machine takes not only great management and reliable workforce, it needs a hardworking workforce management solution to ensure all of the above is in check.
Organizations that wish to achieve higher levels of efficiency, increase productivity, and reduce operational expenses can benefit by implementing workforce management solution software in their contact centers. The end result is always the same; to get customers to speak to an agent when they need it and have that agent ready to handle their call.
Monet WFO Live relies on the cloud to bring quality monitoring, desktop and speech, and performance management to the managers who need these tools the most.
Companies of all sizes today are facing the challenges of an increasingly competitive global economy. While many corporations have taken on various initiatives to continue to grow corporate earnings and shareholder value, some have discovered the strategic value of corporate awards, and for Monet, these accolades are a testament to its corporate performance from the boardroom to the frontlines.
Edited by Stefania Viscusi
