It's 11am - Do you Know What your Customer Service agents are Doing? | Analytics Blog

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It's 11am - Do you Know What your Customer Service agents are Doing?

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It’s one of the contact center manager’s most important responsibilities – knowing what each agent is doing at any given time during the workday. Of course, one person cannot be everywhere, but technology makes it possible to monitor agent activity without ever leaving one’s desk.

Monet Metrics delivers the information managers need in real-time, not at the end of the shift or the day. That means managers can react more quickly and correct adherence issues before they impact customer service. 

Through this one valuable tool it’s possible to obtain actionable data on:

  • Service levels
  • Answer and abandon metrics

  • Average handle time (AHT)

  • Average speed of answer (ASA)
  • Average talk time (ATT)

  • Forecast accuracy
  • Labor costs and staffing

  • Shrinkage and absenteeism
Proactive performance management takes the guesswork out of knowing what your agents are doing, and how well they are doing it. Monet Metrics takes the guesswork out of performance management.
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