Monet Software Touts Benefits of Complete WFM/WFO

People in business management spend a lot of time these days talking about digital transformation. And many companies have already begun their digital transformation journeys.

Of course, DX means different things to different people and organizations. But in all cases the goal is to leverage connected technologies to deliver better company and customer outcomes.

Cloud-based call recording and workforce management solutions are helping to transform contact centers. Such solutions enable these organizations to meet both internal goals and to better serve customers.

Importantly, call recording helps organizations with regulatory compliance. But it can do a whole lot more.

It is well understood that call centers and contact centers can leverage call recording to assess agent performance and use that data to provide more targeted training and agent assistance. Records of agent-customer interactions can also help organizations unearth new insights into what callers like and don’t like. And that can help inform those businesses on how they can do things differently and better. It can even guide decisions about future process and product design.

And businesses that implement call recording as part of a larger workforce optimization solution can see additional benefits, according to Monet Software (News - Alert).

“A fully unified solution of WFM and call recording connects all aspects of forecasting, scheduling, adherence, skills, quality, metrics, and compliance to better meet customer needs and deliver more effective customer service,” says Monet Software. “It helps easily identify patterns and analyze metrics at various levels for training and quality assurance purposes, and establishes quality standards and best practices.”

And the company adds that organizations that employ Monet Record get all the benefits of Monet's WFO platform, including:

• a low monthly fee, minimal capital investment, and no hidden costs;

• the ability to get started within 30 days because this solution is easy to implement, learn, and use;

• call recording, live monitoring, tagging, easy retrieval and playing, PCI (News - Alert) compliance, and an audit trail;

• a secure and cloud-based solution requiring minimal IT management; and

• improved service levels, increased productivity, and compliance.

Edited by Mandi Nowitz