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Tips for More Effective Call Center Workforce Management

This blog provides practical information on all aspects of workforce management for contact centers, including quality monitoring, call recording, performance management and analytics

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Seven Tips for Effective Call Recording

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All call recording solutions are not created equal, and due diligence should be performed before adding call recording software, or changing call monitoring systems. For more effective call recording, here are seven tips covering important areas of consideration before, during and after software implementation. 

1.  All or Nothing
Call recording software must meet the demands of your business. Some systems just record select calls. But to get a true picture of how the call center is performing, it is vital to record every call, and use the software to analyze the data for patterns (call wait time, content, issue resolution, etc.). Full-time recording capability was traditionally available only in the nation’s largest call centers, but costs have become more reasonable in recent years. 

2. Get What You Need the First Time
Technology upgrades are beneficial. Repeatedly upgrading the same technology to keep up with your call center’s needs is not. Call recording software should have the flexibility to grow with your business. Review all features listings and compare them with the features most important to your call center. 

3. Ease Transition Issues
The sooner a call center begins to benefit from call recording software, the sooner it will justify the technology investment. Choose a call center recording system that eases the transition from any previous technology, allows for easy customization as needed, and generates reports that provide the necessary data in a clear and concise manner. There will also be a transition effort involving call center staff. Make them a part of the process beyond the initial briefing and training stage, and help them to realize that the goal is not to look over their shoulder, but to improve everyone’s performance and protect the call center from liability. 

4. Resolve Legal Issues
First, make sure all callers understand that their call may be recorded. And choose call recording software that complies with PCI regulations and other industry-specific laws that govern telephone communication. 

5. Find What You Need Quickly
The data stored on call monitoring software won’t be as useful if it takes forever to find it. Effective call recording also means effective call retrieval from the server to the system, from any location. Deleting calls and adding comments to records should also be an efficient process. 

6. Security is Not An Option
Call monitoring introduces a number of internal and external security issues. Effective call recording should always be safe, and implemented with the proper restrictions regarding employee access. Make sure data collected is secure, encrypted if necessary and protected from hackers and other threats. 

7. Take Action
Call recording software will provide an abundance of data on the day-to-day operations of a call center. But while this data can illuminate areas of concern, it cannot correct them. If an issue is discovered, don’t let it persist for weeks or even days – take whatever action is necessary, whether that’s speaking to agents or initiating a change in corporate procedure.

For more information about this topic or a demo about call recording software please visit our website. 

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Call center schedule adherence best practices summary

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One of the most challenging jobs related to managing any call center, is ensuring there is the right number of staff with the right skills available at the right times of the day. Over the last 12 months we haven written a few articles about schedule adherence and received a lot of interest about this topic. Therefore, we thought it would be a good idea to create a summary of the top articles about schedule adherence:

We hope you find these articles useful, and please feel free to contact us if you have any questions about call center scheduling, forecasting or adherence.

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Call Recording and Monitoring Software: The Three Top Benefits

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We have described the numerous benefits of call center call recording software in previous blogs and throughout the content of our website. But for those who prefer reading the executive summary to the full report, here, in brief, are the three most significant benefits provided by call recording software. 

1. Training
There is no better way to help call center agents review their job performance and improve customer interaction than analyzing recorded calls. While a manager could certainly monitor an agent’s performance in person, there’s no way of knowing whether those customer interactions are conducted the same way when no one else is looking. Each recorded call is an opportunity to discuss what was done right, and what could be improved upon. 

2. Liability Protection
When a dispute arises, having a recording of every phone call provides specific information on what was said by each party, severely reducing the likelihood of false claims or misunderstandings.

3. Boost the Bottom Line
Improving efficiency is important – and so is improving profits. Call recording software can do both. The reports generated by a call monitoring system review such vital metrics as average revenue per call, which can be analyzed by managers and agents for ideas on how to increase that average. Customer service issues can be acknowledged and addressed more quickly, thus reducing any business loss from unhappy encounters. Likewise, improvements in customer interaction procedures can also be rapidly instituted to maximize benefits.

For more information, please watch a short video of our call recording software on our website. 

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Workforce management and optimization in the cloud

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The Cloud-based model for workforce management software uses a new multi-tenant and scalable architecture that was designed to efficiently and securely deliver web-based applications at the lowest possible cost. It focuses on fast set up, low operating costs through shared services, high security for web-based deployment and high performance and scalability through instant and seamless scaling of computer resources (also called "elastic cloud computing").  

  • Lower operating costs: With the Cloud provider managing the IT infrastructure, costs are lowered by securely sharing IT infrastructure and resources, avoiding "hidden costs" for hardware replacements, upgrades, and IT operation resources that are typical for premise-based software.
  • Ease of use: The new web-based user interface of Cloud-computing solutions focus strongly on usability, ensuring an easy to use software. This helps to drive fast user adoption within your organization.

For more information, please download our cloud-based workforce management whitepaper.

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5 Reasons to Add Quality Management to Your Call Center

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Quality in a call center relies upon a number of factors, all of which can be monitored, reviewed and improved based on performance. The objectives of increased efficiency and outstanding customer service are achieved not just through efforts that improve individual agent performance, but also the overall operation of the entire business. The analytics capabilities of call center quality management solutions address both of these areas of concern. 

Here are 5 reasons why quality management results in a quality call center. 

1. In-depth Analysis
Reviewing individual calls is important; recognizing patterns across the customer interaction spectrum, as well as the performance indicators that set the standard for the entire business, is crucial to short- and long-term success. A quality management solution measures these indicators, so it’s easy to see where goals are being met, and where improvement is needed. 

2. Root Cause Analysis
Identifying an issue is the first step to addressing it. The next is to determine why the issue exists. Call center quality management uncovers the causes of problems so they can be resolved more quickly. 

3. Consistent Reporting
People are not machines, and cannot be expected to perform the exact same way every day, every month, every year. Call center quality monitoring provides real-time reports on a regular schedule, so managers receive consistent measurement on any changes that occur, and relevant data that will help evaluate the situation and take action if needed. 

4. Coaching and Training
The metrics created by a quality management solution provide a basis for the training of agents and supervisors. There’s no faster way to improve service delivery and quality. 

5. Improve Customer Loyalty
When a customer has a quality call center experience, he or she is more likely to remain a customer. However, one negative experience can end a professional relationship. A quality management solution plays a key role in addressing and solving agent issues, so that negative experiences are reduced or, ideally, eliminated.

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7 Tips for Effective Call Center Quality Assurance

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Call center quality assurance can pay significant dividends in enhancing customer service, and exposing and correcting weaknesses before they result in loss of business. There are a number of solutions available, but how should you choose the one that’s right for you? And once the solution has been implemented, what should be done next? Here are 7 tips for effective call center quality assurance. 

1. List Your Objectives
What do you hope to achieve from quality assurance? Overall call center quality improvement? Better training? Cutting down the time per call? Make a list of objectives and find the call center quality assurance solution that best addresses them. 

2. Ease of Transition
There’s a learning curve with any new technology, but some are more user-friendly than others. Choose a quality assurance solution that can be integrated with your current technology and implemented quickly.

3. Cost
Sometimes the highest priced system won’t be the one that best fits your needs. However, most call centers these days would certainly benefit from a solution that does not require a large upfront investment. 

4. Maximize the System’s Potential
Most companies access only a fraction of the capabilities that technology affords. Quality assurance can touch upon every facet of a call center’s daily operations and should be fully integrated into the day-to-day operations of the company. From training and coaching to evaluation metrics that measure trends, opportunities and issues, leverage every applicable tool for maximum contact center quality. 

5. Emphasize Teamwork
Do not allow a quality assurance solution to be perceived as a means to “check up on” agents and employees to make sure they are doing their jobs right. Make sure that every employee knows that they are a significant part of the quality improvement process, and their best performance benefits them as well as the company. While a teamwork environment is important, individual achievement should also be recognized, whether it is through a bonus, a mention in a newsletter, or a special award. 

6. Show, Don’t Tell
If a manager stresses courtesy to call center agents, then treats them rudely, the message can be lost. Let employees know that their work is valued, even when correction is necessary for quality assurance purposes. It is much easier to convert an average employee into an outstanding achiever, than to replace that employee and start over. 

7. Encourage Self-Evaluation
The recording capabilities of quality assurance solutions allow agents to analyze their own performances, and adjust habits accordingly. Such self-evaluation should be encouraged, as it not only allows every agent to improve without supervision, it frees up managers to address other issues. 

If you would like to learn more, please read our new whitepaper 7 Strategies for more Effective Quality Assurance in your Call Center. The paper provides some guidance on how to develop a strategic approach to contact center quality assurance.

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Call center recording software tips and resources - part 2

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This is part two of our series "call center recording tips and resources" with strategies, practical tips, and best practices on how to use call recording effectively and efficiently in our call center. In this post we will talk about evaluation and selection criteria when shopping for call center recording software:

If you have any other questions, please download our Call Center Management Success Kit with whitepapers, checklists and brochures about call recording, quality management, workforce management and performance management.

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The Benefits of Hosted VOIP Call Recording Software

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When VOIP call recording was first introduced, it was utilized almost exclusively by the largest corporations and call centers. However, as technology has improved with the introduction of cloud-based solutions, and costs have decreased, VOIP recording software is now an affordable business application for call centers of every size. 

Why should a call center consider using hosted VOIP recording

  • Easy Installation: The addition of or transition to cloud-based VOIP call recording can be implemented quickly and easily, especially compared to the original installation of a PBX call recording solution.
  • Save Money: A VOIP recorder can save as much as 50% over a PBX recording system. Maintenance costs are also reduced, as any moves, adds or changes can be implemented without cable rewiring, punch downs or cross connects.
  • Centralized Deployment: With a VOIP recording deployment, the cost of adding remote sites is minimal. It’s a more efficient use of recording resources.
  • Scalability: VOIP recording software is easily scalable, unlike PBX systems that are limited by the installed servers.
  • Easy Maintenance: VOIP call recording is easily managed via point and click software.

Questions about VOIP recording? Please contact us today.

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What is VOIP Call Recording?

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VOIP is short for “Voice Over Internet Protocol,” and refers to the hardware and software that enables call recording centers to use the Internet as the transmission medium for telephone calls. 

With VOIP recording software, voice data is sent in packets using IP rather than PSTN (public switched telephone network) or traditional circuits. Calls are received from traditional networks, often through a T-1 interface, and the VOIP gateway converts them and routes them to an appropriate receiving device.

There are three basic types of call recording – trunk side, station side and random sampling. Selecting which type to use will depend upon the business environment, and how a call center’s needs are most efficiently met. 

As office systems become more integrated, VOIP can be a logical choice for call centers looking to interconnect VOIP phone within a single building (through a Local Area Network), between multiple locations (using a backbone network), and with regular telephones. It can also be a lower cost alternative, as telephone calls over the Internet are free beyond the cost of Internet access. 

When choosing VOIP call recording software, here are two other terms to know:

Softswitch: The softswitch, or IP switch, coordinates all call control functions, including call setup, termination, routing and conferencing. In some VOIP call recorder systems, the softswitch function is contained within the gateway. 

Port Mirroring: This is the capability of a VOIP system to copy data packets from one port on the switch to another destination on the network. 

As with traditional call recording systems, VOIP recording offers a number of advantages to a call center, from industry regulation compliance and legal protection to training and performance reviews, data verification and sharing, and improved customer satisfaction. 

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Workforce management: How to move from "reactive" to "proactive" call center performance management?

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Performance management is a critical part of managing call centers and is essential to help you align your people, processes and systems to your goals and objectives, such as customer satisfaction, cost control and revenue goals. Many call centers lack the means to measure and track their key performance indicators (KPI) necessary to improve forecasting, staffing, scheduling and adherence. There is a trend of transforming call center performance management from a reactive to a more proactive approach. Scorecards, key performance indicators, real-time alerts, agent analytics, dashboards, and customizable reports deliver a constant stream of actionable intelligence helping managers and supervisors make more informed decisions faster, resulting in higher customer satisfaction, more cost control and better utilization of resources. Here are just a few benefits:

  • Better decisions through actionable intelligence and flexible real-time dashboards: Gives management a unified view to monitor and analyze key performance metrics, such as agent adherence, service levels, labor costs and staffing resulting in more informed decisions.
  • Improved productivity and agent motivation through scorecard capabilities:Motivates agents to self-manage their performance and take action with coaches and supervisors based on real data and KPI’s (key performance indicators) to meet business objectives, creating a culture of accountability and self-motivation.
  • Easy and fast access to key performance indicators: Frees up time for supervisors and managers to focus on working with agents, coaching, training and planning, instead of collecting and analyzing data.

To learn more about agent analytics and performance management please take a look at our website or download our Monet Metrics brochure as part of the WFM Success Kit. 

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Call recording software tips and resources - part 1

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This is part one of our series "call center recording tips and resources" with links to articles about strategies, practical tips, and best practices on how to use call recording effectively and efficiently in our call center. Today, we start with some fundamental questions about call recording:
In part 2, we will list some useful blog posts about call recording software evaluation and selection tips.

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What is PCI Compliance Call Recording?

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The federal government and industry organizations have passed a variety of rules requiring companies to secure their data, from customer and employee social security numbers, to credit card numbers, to internal documents. And yet, 81% of companies breached were not compliant with PCI data security standards at the time of a data loss incident, according to a National Retail Foundation study. 

A call recorder system must be compliant with PCI processing guidelines. This entails the removal of certain information such as credit card security codes from recorded calls. Data considered non-sensitive, and thus safe to archive, includes call date/time, customer ID, agent ID, sale or collection amount and hold time. 

When considering a call monitoring system, make certain that there are safeguards in place to adhere to PCI compliance. In the area of privacy, this would include the capability (automatic or manual) by a call center employee to pause a recording when sensitive customer information is revealed, and resume recording thereafter. 

Encryption is another key element of PCI protection. All sensitive data should be encrypted at the time of its collection, and remain so during the storage, transfer and archival process. 

As part of an overall workforce management strategy, the call recorder program should also provide security audits that specify when a call recording database has been accessed, and by which employee or manager. Passwords should be in place to protect against unauthorized access. 

While these measures are vital to protect the financial information of call center customers, they are equally vital to the call center, to protect from the liability and loss of customer confidence that would result from a data breach.

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Call recording software access security: Who’s Listening?

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The contents of conversations between call center employees and customers often contain sensitive information, such as credit card numbers, addresses and financial history data. As a result, every call center requires (or certainly should require) authorization for management and other personnel to access the call recording software and review the contents and data of each call. 

Unfortunately, data can be removed by accidental or malicious means, and when that happens the risk to the company can be substantial, from brand damage and loss of consumer confidence to fines and lawsuits. 

When choosing a call recorder program, it is vital to inquire about data access security. This is particularly important in an era where workers can access call information not only in the office but also from home or on the road, and where data may be transmitted between employees, partners and consultants. Whether recorded call data is in motion or at rest it can be at risk without the implementation of effective safeguards. 

There are a number of security questions to ask before adding a call monitoring system to a call center. Find out how it prevents information theft, and how access to information can be restricted to specific individuals or groups. Find out about encryption, and how it is handled across multiple users. Ask whether the call recording software can automatically obscure some sensitive data (by muting or bleeping) to comply with PCI regulations, and further protect this information during the recording process. 

Call recorder system security should never be overlooked, though many companies continue to do so. Smaller call centers with trusted employees would never expect anyone on staff to illegally access data, and in most cases their trust will be well-placed. But according to the Ponemon Institute, 76% of data breaches are caused by company insiders, and most are not the result of malicious intent, but merely a lapse in judgment. Call recording software should help avoid these incidents, regardless of intent.

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What is schedule adherence and why is it important in the call center?

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Schedule adherence is the degree to which agents stick to their schedules, measured as a percentage. Considering that staffing is the single biggest cost facing any call center – and that every minute counts when it comes to meeting customer service levels – it’s easy to see why call center managers are putting an increasing emphasis on improving it and are looking to their workforce management software for solutions.
If you run a small call center with 5 to 20 agents, you might think schedule adherence isn’t all that important. But if you take a closer look at all the different junctures throughout the day where agent time is “lost,” you’ll realize that it can add up to a serious loss of revenue over the course of a year.

Call center workforce management schedule adherence strategy whitepaper
Download whitepaper

Schedule adherence is particularly important for ensuring smooth transitions between shifts. Call center schedules tend to be very complex – which means there can be a lot of junctures during a shift where an agent will go out of adherence. For example, an agent might show up for his shift five minutes late; log on to the ACD seven minutes late; show up for a training session eight minutes late; and go over their break time by 10 minutes - resulting in the agent being a total of 30 minutes out of adherence for that one shift. Multiply these “out of adherence” events across a center with dozens if not hundreds of agents - and then multiply that by the total number of shifts - and its easy to see how schedule adherence can quickly become a serious problem.

Keeping track of schedule adherence using manual systems such as spreadsheets can be incredibly time-consuming and challenging. This is where today’s web-based call center scheduling solutions are playing an increasingly crucial role. They track schedule adherence in real-time and and automatically send you alerts.

When implementing a new program for improving schedule adherence in your call center - perhaps through the deployment of a workforce management system - it’s a good idea to discuss those changes with your employees first. The one thing you don’t want is a negative backlash from your valued employees, who might not be all that thrilled to be working under the watchful eye of “Big Brother.”

In order to reduce any negative backlash from your agents when implementing a new program to improve schedule adherence, you must first “inform and educate.” Agents need to understand the relevance of schedule adherence, how a mere 10 minutes here and there impacts other agents and the entire call center performance.

Then you should “measure and manage:” Measure and track adherence using workforce management tools and solutions, tracking adherence in real-time and running reports. Share these adherence reports with your agents and discuss how they are doing. It is important to give regular feedback regarding adherence statistics.

Finally, you can provide “incentives.” Reward agents that adhere to their schedule (95 percent within adherence scores) through recognition within the team and tie bonuses to good scores. It is also critical that all agents are aware of the consequences for out-of-adherence behavior, as this establishes their responsibility towards the success of the call center.

For more information, please read our 5 Strategies for improved Schedule Adherence whitepaper.

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Call Recording Software: Why It’s Essential

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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.

“This call is being recorded for quality purposes”
Customers will not regard this standard call monitoring disclosure as an inconvenience or an intrusion, as a recording provides both protection and clarification if an issue should arise. What type of difference would a call center recording system make in your business?

Calls that are monitored are calls that can be analyzed later to gauge the efficiency of call center agents. It is also a means to gather research on consumer trends and product interest that can be utilized in the formulation of marketing and sales strategies.

With a VoIP record of each call, management and call center trainers can evaluate their agents’ performance on efficiency, courtesy, conversational style, proper use of scripted or company-approved responses and other key components. Areas of concern can be addressed, and proficiency improved.

Customer Satisfaction
A call recording system is also beneficial when an issue arises. Client disputes can usually be settled by accessing call center recordings to review the discrepancy. In cases where the dispute is serious, the existence of a VoIP recording clarifies exactly what both parties said, potentially saving the company from time-consuming and costly legal action.

Before integrating a call recording solution, make certain the system is compliant with PCI guidelines. Version 2.0 of PCI DSS went into effect on January 1, 2011, and companies that have not yet adapted to this new security standard may face costly fines. The optimum hosted call recording solution will address issues of sensitive authentication data in audio recording files, while maintaining non-sensitive data information that is important for management and analysis.

For more information, please also see our new website about call recording solutions.
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Workforce management unified with call recording

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It’s common knowledge that call recording software is a powerful tool for businesses to accurately capture voice conversations with their customers. However, when  combined with call center workforce management, call recording makes it easy and efficient for call centers to optimize operational efficiencies, employee satisfaction, and the overall customer experience—a combination that takes call recording to a whole new level. Here are the key benefits:

Improve service quality
One of the most critical differences call recording software can make is improving the quality of customer service. It is impossible hover over each individual agent at all times to ensure the service they’re providing is up to company standards. Even if this were feasible, the discrepancy of how agents handle themselves while knowingly being monitored would be ever-present.

More effective and personalized training
With call recordings, managers and call center trainers have the means to not only measure their agents’ ability to adhere to company-approved responses, but to gauge how they’re performing in terms of efficiency, courtesy, and conversational style.With call recording, the training can be personalized and customized to the needs of every agent, making it more effective and efficient. Call monitoring also allows for ongoing, situation-specific training that will guide agents through best practices for a range of customer interactions. Recorded conversations can also be compiled into groups for training purposes.

Increase revenues and profits
With improved training comes improved service, and with improved service, it only makes sense that a boost in profits is close behind in the form of more up-sells, customer loyalty, repeat business, and new sales, less employee turnover, and faster training.

Ensure compliance and avoid lawsuits
Compliance is an important requirement for many businesses, especially those in the financial services industry that are continuously monitored by private and government entities whose job it is to regulate the handling of private financial information.

Improve customer satisfaction
The ability to monitor, score, and dissect past and current calls gives managers more control over how their agents engage customers. Managers can monitor conversations on the spot and address any issues that may be negatively impacting performance metrics. Call recording also allows unhappy customers to be addressed immediately, before they may want to file a complaint.

For more information about this topic, please also see our call recording blog.

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Monet Software brings cloud-based call recording and quality management into the picture

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Monet WFO Live was featured on the cover of Customer Interaction Solutions magazine with the title " Monet brings cloud-based call recording and quality management into the picture".  With the new offering Monet is leading the call center workforce technology cloud by addressing some major industry trends:

  • Customers are looking for one stop shopping and for a fully integrated WFO solution to take advantage of synergies across multiple functions.
  • The adoption of cloud-based software is further accelerating due to proven value: scalable, security, low cost, ease of use, and fast implementation
  • Call centers want to move from a reactive to proactive mode of operation with goal settings, dashboards, triggers, and alerts to further optimize resources.

Please read the full article as a PDF.

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Call Recording Software Selection Guide: 10 questions to ask

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The process of selecting a cost efficient and effective call recorder system can be made simpler by knowing what questions to ask prior to purchase.  

1. How much effort is required to set up the call recorder program?

Find out not only about installation time and effort for installation and configuration, but how much training may be necessary to management and staff to become acclimated to using the call recording software. 

2. Can the call recording system be used across multiple sites and home agents?

The system should be able to accommodate more than one call center and an increasingly mobile workforce such as home agents. 

3. How efficiently does the system locate and play back recorded calls?

Ask about how quickly calls can be retrieved, and how management can search for specific calls (by duration, client, date, etc.) This is critical, since the whole idea of call recording is to easily find and retrieve selected recordings. 

4. Is the call recorder system compliant with PCI guidelines?

Confirm that the call recording software complies with all PCI regulations and other regulations that are relevant to your industry. 

5. How much does the system cost?

Consider not only the initial purchase price, but any additional costs for implementation, training, support, ongoing maintenance and future upgrades as needed. 

6. Can the system be scaled and targeted?

Installation of a call recorder program doesn’t mean every incoming or outgoing call will or should be saved. The system should target those departments where records are necessary, and bypass those where they are not warranted. And if the company grows or downsizes, the system should be flexible enough to adapt without exceeding its capacity, or forcing the call center to pay for capacity it no longer needs.

7. How long will it take to install?

Conversion to new call recording software, or a first-time installation of a call recorder program will inevitably involve some inconvenience and disruption of business. Find out how much time is necessary for configuration, roll out and testing, and minimize downtime as much as possible. 

8. What are the key capabilities?

Prior to assessing call recording software, create a list of preferences and prioritize them by importance. Consider features such as on-demand recording, live monitoring, search and retrieval, selective recording, multi-site call recording, audit trail, etc.  

9. Can this call recording system work with a different phone system?

Some call centers will change from digital to VoIP recording, or perhaps combine the two. Make sure the call recorder system can adapt to this transition. 

10. How is call monitoring data stored?

Storage of data may occur onsite or at a separate location, on the company’s servers or separate devices. Ask about storage preferences, especially if data may be stored at multiple sites for multiple call centers.

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Workforce management software for call centers: How to convince your executive team

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Persuading senior management to change “business-as-usual” call center systems can be a difficult undertaking. A challenging economic environment puts pressure on all areas of the organization to implement solutions that reduce costs and increase revenues—all while improving performance and productivity. As each solution competes for investment dollars, only a select few offering the highest ROI will obtain funding.

Here are three key steps to make your case:

If you need help presenting the benefits of an automated WFM solution to your management team please see our workforce management ROI white papers or contact us and we are happy to answer your questions, share some ROI tools and provide guidance.

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Contact Center Scheduling and Forecasting Functionality

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What are the key functional components of a scheduling and forecasting solution for a contact center? Here is a quick overview:

  • Forecasting: Ability to run simulations to calculate a precise forecast for future call volume, agent requirements and average handle time for any time interval of the day, based on historical data from your ACD system.
  • Scheduling: The scheduling module should incorporate all call types and other call and non-call related activities to generate staffing schedules that optimize a wide range of factors, including agent availability, skills, holidays, breaks, training and service levels.
  • Exception handling: Integrated exception calendar to simplify scheduling of agent exceptions such as time off and one-time or recurring training meetings.
  • Real-time adherence: Ability to compare planned agent activity to actual activities throughout the day, as well as real-time views of forecast and actual call volumes, handle times and other key performance indicators.
  • Intra-day management: Graphical display of agents' schedules with drag-and-drop functionality to quickly manage breaks, lunches and other exceptions. Real-time updates can be made to required and assigned agents instantly, and display surpluses and shortages for each time period of the day.
  • Agent - supervisor collaboration: Enables easy and efficient agent-supervisor interaction and collaboration, such as exceptions, schedule bids or swap requests and critical reports. Agents get empowered to be more directly involved in the scheduling process by entering exceptions or bids and viewing their schedules at any time.
  • Configuration & administration: Ability to set up unlimited number of center splits or agent groups, each with its own set of service objectives and guidelines. Management of multiple sites and time zones. Ability to set hours of operation by day of week, and service level goals down to 15-minute intervals if desired.
  • Metrics and reporting: Ability to report and analyze all agent activities including their schedule adherence and key performance indicators. Managers need to get actionable insights through tools such as call center dashboards, Key Performance Indicators (KPI) and real-time alerts.
If you are interested in seeing a solution in action, please take a look at a contact center forecasting and scheduling demo on our website.
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Call Recording Software: The Need for Ease of Use

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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.

But with call centers that receive hundreds, if not thousands of calls each day, often in multiple locations, how quickly should a call recorder program be able to find, retrieve and play a specific call, or play every call from one specific customer?

When considering a call recording program, speed and ease of use should be a prominent determining factor in choosing one system over another. Test the call recorder system, or have the company demonstrate how this function is implemented.

Typically, the response to a command such as “Find Jane Carter’s most recent calls” should take no more than a few seconds. If it takes too long, and that same extended return time becomes typical for all future requests, it will ultimately have a detrimental impact on workforce management and productivity.

Depending on the specific circumstance, call center management may need to search for individual or groups of calls based on a variety of parameters, including the call date, time, duration, or specific customer details. Call recording software should be able to accommodate these requests with the same speed and efficiency.

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Making Workforce Optimization Easy and Affordable

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We are very excited that Monet Software and our new solutions Monet Record and Monet Quality are featured in the March 2012 issue of Customer Interaction Solutions with the title "Making Workforce Optimization Easy and Affordable". Here are some highlights from the article:

Monet Record is a call recording solution the company unveiled this year. It records, archives and retrieves customer interactions. Call recording is, of course, seeing growing demand as organizations continue and expand their efforts to increase productivity, provide better customer service, and address transaction disputes and other service-related issues. The Monet Record solution is also noteworthy in its ability to enable organizations to comply with legal requirements such as HIPPA, PCI and Sarbanes-Oxley.

Monet Quality is a quality management solution that monitors customer interactions. It enables organizations to deliver a consistently high level of service and improve customer satisfaction. “Monet Quality provides a flexible platform to evaluate the performance of contact center agents,” Ciarlo says. “It gives managers and supervisors more time and resources to strategically focus on improving call quality, customer interaction and productivity.”

Click here to read the full cover story.

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Making Workforce Optimization Easy and Affordable

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We are very excited that Monet Software and our new solution suite Monet WFO Live was featured in the March 2012 issue of Customer Interaction Solutions with the title "Making Workforce Optimization Easy and Affordable". Here are some highlights from the article:

“Call centers can now quickly and easily optimize all aspects of their workforce with one affordable solution, resulting in better utilization of resources, better cost management and improved service levels,” Chuck Ciarlo explains. “Monet WFO Live unifies workforce optimization across multiple processes to better meet customer needs and deliver more effective customer service. Customers can create accurate forecasts, efficient schedules for work volumes, track key metrics in accordance to their business goals, record and monitor calls for quality, training and compliance purpose, all in one integrated cloud-based platform.”

Ciarlo added that “Monet is leading the call center workforce technology cloud by addressing some major industry trends”:

  • "Customers are looking for one stop shopping and for a fully integrated WFO solution to take advantage of synergies across multiple functions.
  • The adoption of cloud-based software is further accelerating due to proven value: scalable, security, low cost, ease of use, and fast implementation.
  • Call centers want to move from a reactive to proactive mode of operation with goal settings, dashboards, triggers, and alerts to further optimize resources”.
Monet WFO Live consists of a handful of software modules, including Monet WFM, Monet Record, Monet Quality, and Monet Metrics.

Click here to read the full cover story.

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Workforce Management + Call Recording + Quality Management

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We are very excited to announce the availability of Monet Record and Monet Quality, expanding our Workforce Management (WFM) offering to a unified Workforce Optimization (WFO) suite. Now, call centers can easily and efficiently automate workforce management, call recording, quality management with one affordable solution. Here is a quick overview of the new solution components:

Monet Record - Call Recording for Compliance & Quality Assurance
Monet Record provides an easy and affordable web-based solution to record, archive and retrieve customer interactions to better monitor call quality and gain more business insights. Call centers can improve their customer service while ensuring adherence to regulations & policies and easier resolution of transaction disputes and other service related issues.

Monet Quality – Call Center Quality Management to Boost Productivity and Service Quality
Monet Quality is a flexible solution to evaluate the performance of contact center agents. It helps call centers improve agent effectiveness and optimize customer interactions through a range of capabilities, such as call assessment and playback, quality monitoring, call quality scoring, evaluation questionnaires and detailed reporting.

For more information please see the press release on our website and our new call recording blog.

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Using Call Center Software for Quality Assurance Management

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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.

Call center quality management software automates many of the data-gathering and evaluation responsibilities inherent in quality management, making it easier for management personnel to review employee performance, adherence to corporate procedures and call evaluation standards.

Whether there are issues traceable to individual agents or overall corporate policies, call center software can be invaluable in identifying these issues and correcting them. By reviewing how an agent handles each customer contact, managers can cite specific areas where improvement is warranted. After awhile, agents will be able to evaluate their own calls and change their approach as necessary for a more successful outcome. This also frees managers to attend to other issues, and is especially important in call centers where agents outnumber managers by a significant margin.

Should an issue be traced to corporate policy, call center software can monitor how changes impact results, and provide evaluation questionnaires to assess trends and opportunities.

Call center quality management software provides both a snapshot into current performance, and a means to measure results over time, for one agent or one hundred, in one center or in multiple locations around the world. The reports generated by the software can be altered based on key metrics, making it easier to zero in on patterns that can be analyzed for quality assurance purposes and establish best practices.

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A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

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