Get the latest news, tips and best practices for call centers
March 24, 2014
Monet Software Receives TMC's CUSTOMER Magazine's 2014 Product of the Year Award
Monet WFO Live, cloud-based call center workforce optimization, honored for exceptional innovation
March 10, 2014
Hosted ACD in the Cloud – Now What?
In several previous blogs we weighed the benefits and drawbacks of a cloud delivery system vs. on-premises hardware and software installation.
March 9, 2014
Is Your Contact Center PCI Compliant?
Every company CEO has read the dire headlines about online security breaches, such as the one that hit Target last holiday season.
February 26, 2014
Workforce Optimization for Business Process Outsourcers (BPO)
As a Business Process Outsourcer (BPO) your contact centers often have to represent an array of clients in very different businesses, and you must be able to adapt to meet their specific needs.
February 5, 2014
Workforce Management - to Update or Upgrade?
No one gets excited at the idea of a rip and replace solution and in a number of situations, the fact that you don't have to is a constant value proposition for cloud computing.
January 25, 2014
Contact Center Solution Priorities for 2014
As we discussed in a recent blog post, creating the optimal customer experience should be a top priority at every contact center.
January 23, 2014
Does your Call Recording System Provide Quality Monitoring?
A call recording system is invaluable in agent training, coaching and troubleshooting and establishing best practices.
December 27, 2013
Call Center Software Trends for 2014
It's hard to predict the next big things in fashion or pop culture.
October 16, 2013
Monet Software Receives 2013 Cloud Computing Excellence Award
Cloud-based call center workforce optimization solution Monet WFO Live honored for exceptional innovation
September 25, 2013
5 Tips To Get More From Your Call Recording Software
Call recording software can pay significant dividends for a call center – if it is utilized correctly. These five proven best practice solutions are a great way to assure your contact center is making the most of this important investment.
September 13, 2013
The Story of Scheduling Spreadsheets in Call Centers
What does a call center supervisor think of using spreadsheets for scheduling, analyzing statistics on call volume and other key metrics? As our new video shows, it’s a system that has its limitations, and has now been surpassed by workforce optimization (WFO) software.
August 30, 2013
Why Automated Call Center Scheduling Beats the Spreadsheet
Scheduling for any corporate environment can be a challenge if the main focus is to serve the customer base through interactions. Customers don’t necessarily maintain standard 8-5 hours during the day, which puts more pressure on the customer service division to adjust to the needs of the customer. A clear understanding of when and how the customer wants to communicate should be included in any efforts toward call center scheduling.
July 26, 2013
5 Contact Center Trends You Should Not Miss
Customer service and new technologies drive the success of a contact center. It’s important to be aware of new ideas and trends that may require adjustment from managers and agents. Keep in mind that these are not trends that emerge like fashion trends, which are popular for awhile and then fade into obscurity; these new developments governing customer service at contact centers require more permanent solutions.
June 24, 2013
Top 5 Reasons Call Centers Need a Workforce Management Solution
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. With a workforce management solution in place, like WFO Live, offered by Monet Software, organizations can manage all aspects of a call center, like quality assurance and agent analytics, in order to avoid losing customers because of unsatisfactory customer service.
May 13, 2013
Real-Time Adherence Can Drastically Improve a Call Center's Performance
Since most call center expenses are related to staffing, it is vital that organizations begin to pay more attention when choosing a workforce management (WFM) solution. Forecasting and scheduling not only help improve accuracy of intra-day trends, but they help monitor agent adherence and other metrics in real-time in order to help centers take immediate action.
February 5, 2013
Monet Software Receives TMC’s CUSTOMER Magazine’s 2012 Product of the Year Award
Cloud-based call center workforce optimization solution Monet Metrics honored for exceptional innovation
December 13, 2012
The ROI of Call Recording Software
Return on investment (ROI) is a key consideration in any equipment or software purchase. Here are five significant ways that call recording software can have a positive ROI impact:
November 27, 2012
Call Center Metrics have to be Actionable
Do you have actionable call center metrics? What does actionable mean? This article explains how to improve call center performance through more actionable metrics.
October 2, 2012
Workforce Optimization Vendor Guide
Selecting and deciding on the right workforce software for your call center is crucial. In case you missed the recent buying and vendor guide about workforce management and optimization software in Enterprise Apps Today magazine, please read on. The article lists four leading Workforce Optimization and Management vendors and Monet Software is proud to be one of them .
September 24, 2012
What is Call Center Workforce Optimization Software?
Unified workforce optimization combines call center solutions across multiple processes and organizations to better meet customer needs and deliver more effective customer service
August 13, 2012
Why Call Recording Software is Essential for your Call Center
Learn why call recording is a must-have and how a unified WFO solution takes call center performance to a whole new level.
May 23, 2012
7 Tips for Effective Call Center Quality Assurance
Learn how to select and implement more effective quality management programs and solution.
April 19, 2012
Call Recording Software: The Need for Speed and Ease of Use
One of the primary purposes of call recorder software is to record and save phone calls for later review, or for use in subsequent training.
April 3, 2012
How to Evaluate Call Recording Software Solutions
Companies considering the addition of call recording software will find a variety of options to choose from. While most call centers will have similar needs, there are specific challenges that will favor some solutions over others. The size and structure of the call center, the call volume and the type of industry served are just some of the factors that should be considered when selecting call recording software. Before making a decision, evaluate your company’s objectives in the following areas:
April 2, 2012
Using Call Center Software for Quality Assurance Management
At a call center, quality assurance sometimes gets lost in the everyday responsibilities of keeping up with call volume. However, the effort invested in quality management is crucial to current and future performance and productivity.
March 23, 2012
The Impact of Call Recording Software on Workforce Management
One of the areas where call recording software can have a positive impact is workforce management. In fact, there are several crossover elements to workforce management systems that incorporate, or are complemented by call recording software solutions. When properly leveraged together, the result in improved communication between management and agents, and more efficient performance.
March 5, 2012
Five Reasons to Add Call Recording Software to Your Contact Center
Many contact centers have added software for call recording out of necessity rather than preference. Compliance with government and industry regulations is one of the most prominent reasons why companies may have to consider call monitoring software, but there are far more compelling reasons why contact centers should be eager to add this capability to their day-to-day business operations. Here are five important reasons why a call recorder program makes sense.
March 5, 2012
Call Recording Software: Why It’s Essential
Software for call recording provides benefits to both the call center workforce and the consumer. Call monitoring is not only an affordable enhancement; it is one that can provide significant cost savings in training, compliance, liability recording and much more.
March 5, 2012
Monet Software announces Call Recording and Quality Management in the Cloud for Call Centers
March 2, 2012
A Best Practices Guide to Call Recording
A call monitoring program can pay significant dividends for a call center. But it’s not enough to merely install software for call recording, and review the data periodically. There are proven best practice solutions that can help a company get the most from its call recording systems.
November 17, 2011
Call Center Management Can Benefit from Tips for Effective Scheduling
Tired of shuffling agents to try and meet your call volume? Searching for a way to minimize under- and over-staffing and maintaining a steady approach to scheduling and workforce management? Monet Software has a few tips useful for anyone in call center management.
November 10, 2011
Call Center Management Benefits from Capabilities Delivered in Workforce Management Software
Call Center Management Benefits from Capabilities Delivered in Workforce Management SoftwareA disarray of complicated tasks within the call center can make for a disorganized environment that yields few positive results. When call center management implements workforce management software to automate specific tasks, an immediate impact is felt and measured on the bottom line.
November 3, 2011
Call Center Management Focused on Schedule Adherence Drive Performance
Forecasting and scheduling - two tasks demanded of your call center management, yet two tasks that can also be loathed by the same staff. Properly forecasting for new campaigns and even repeat performances based on historical data can only get them halfway there, while scheduling and ensuring adherence can be a whole new challenge to overcome.
October 20, 2011
Contact Center Managers Should Already be Rolling with the Flow of Social Media
If you do any research on the topic of social media and the contact center, you'll find that folks have been writing about this topic for a number of years now. It may not seem like social media could have been around for that long, but it's like anything else that creeps up on you while you're busy paying attention to all of the usual pressing matters in the contact center and putting out the occasional fire.
October 15 2011
Call Center Management Must Manage Out-of-Adherence to Drive Results
Scheduling in the call center is nothing short of an interesting dance between agent availability, call center anticipated activity and unforeseen interruptions. With call center management working consistently to keep tasks on track, schedule adherence can easily fall out of line. When this happens, the call center is running up unnecessary costs that can be avoided with the right platforms and approach in place.
- More on Call Center Management
January 18, 2011
Monet Software Receives Customer Interaction Solutions® Magazine's 2010 Product of the Year Award for Workforce Management Solution
November 11, 2010
Call Center Scheduling in the Cloud adds Communication and Collaboration to Your Team
July 13, 2010
Cloud-based Call Center Applications More Difficult to Integrate?
June 17, 2010
Forecasting for Multiple Skill Sets in the Call Center is a Top Challenge, DMG Consulting Survey Reveals
May 28, 2010
Survey Reveals that 84 Percent of Call Center Managers Regard Workforce Management as 'Mission Critical'
April 14, 2010
Monet Software Opens new East Coast Sales Office to Address Growing Demand for Call Center Workforce Management Software
March 25, 2010
Call center industry veteran joins cloud-based workforce management software provider Monet Software
January 29, 2010
Monet Software Selected by Healthcare Company for Call Center Workforce Management Software
January 25, 2010
How Workforce Management Improves Schedule Adherence in the Call Center
January 15, 2010
The Importance of Schedule Adherence in the Call Center
November 20, 2009
Today's Call Center Scheduling Solutions Allow for Smarter Scheduling of Agents
November 11, 2009
Agent-Supervisor Portals Key to Improving Call Center Management
October 26, 2009
Workforce Management Solutions Playing Increasingly Important Role in the Budgeting and Planning Process
October 23, 2009
Today's Web-based Workforce Management Solutions Ideal for Managing Distributed Call Centers
October 9, 2009
Scheduling Agents for Seasonal Peaks is a Major Call Center Management Challenge
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