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Helpdesk Management Hints, Tips & Best Practices

A helpdesk is there to take on the tougher challenges. But with a Workforce Management system in place, even the most difficult helpdesk management issues can be resolved in a way that customers will appreciate.

Accurate forecasting, scheduling and staffing can more challenging at a helpdesk than at a call center. An effective WFM solution is the key to making a helpdesk run smoothly and efficiently, so cases get closed as quickly as possible with a positive outcome.

You can learn more about Monet’s Workforce Management for Helpdesks here, or in the blogs below. If you still have questions, you can Search for answers here.

The Call Center Design of Tomorrow

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What will tomorrow’s call centers look like? If we’re lucky they might resemble the San Francisco facility designed for Airbnb. Check out the photos here

Clearly the idea was to create a call center that doesn’t look like a call center: no boring rows of cubicles, standard desks, drab break rooms etc. The space is more open and varied, with different settings to suit the preferences of each agent. 

There is more freedom of movement, as laptops now do everything that a desktop computer does, so employees do not need to be tied down to one plugged-in machine. There is more interaction between agents, but the work can still get done. 

You would think noise might be an issue in such an open environment. But as the article explains, the architects and designers worked with the company to install sound-absorbing materials, such as cotton padding in the ceiling and walls. Agents also used advanced headsets with a masking system in the microphone that reduces surrounding noise. 

Is this the future of the call center? With more customer contacts now being handled online or other means, fewer call center agents might make it possible to accommodate such flexible facilities. 


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Workforce Management Trends in 2016

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It’s never too early to start looking ahead to next year (as you may have noticed from all the news coverage about the 2016 presidential election). 

When the topic is workforce management, there are already signs of trends that will likely continue into next year and beyond. As 2015 winds down, here is what is happening at contact centers throughout the U.S. – how are you approaching these issues?

Higher Investments in Personnel

When employees are viewed as an asset instead of a cost center, it impacts how they are recruited, hired, trained and maintained. This takes into account management and contact center procedures as well, but workforce management can contribute to agent satisfaction by making flexible scheduling possible, and making it easier for agents to work the hours and shifts they prefer.

Hiring Millennials

This is a natural generational occurrence happening at all types of businesses, including contact centers. Millennials have grown up with technology and will know the difference on day one between WFM that makes them more efficient, and systems that fall short. 

The Infusion of Analytics

WFM is bolstered by speech and desktop analytics tools that deliver more insight into customers and their needs. 

Changing Platforms

More mobile devices, more social media prominence, and gamification are just some of the overarching technology trends that may impact the evolution of WFM software suites. Consumer devices now set the pace, so contact centers may anticipate the adoption of their features and functionality in the workplace. 



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2015: The Year of the Back Office Solution

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The Workforce Management market continues to evolve and transform, especially when it comes to the back office.

In 2014, back-office WFM solutions sales increased more than 16%. Why is this happening? More contact center executives have started to appreciate the need for more data and more control over their back office. It also helps that the solutions themselves have improved.

Back-office tasks are often manual and complex, making it difficult to automate, manage and forecast workload. But with the WFM now available, contact centers can improve service levels. It’s possible to:

Improve forecast accuracy of manual back-office tasks and activities

Deliver more efficient resource planning and scheduling to consistently meet service levels and control costs

Increase employee productivity by monitoring adherence, backlog and other metrics in real-time, allowing for more immediate actions

Track and analyze key metrics to optimize service quality and back-office performance

All of these capabilities can make a critical difference in back office operations, as long as companies select the right solution. If you are exploring the market, find a WFM product that will integrate easily into your current ACD or PBX system, and one that offers  multi-channel efficiencies, clear and organized dashboards and intra-day visibility. 



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Are Contact Center Agents Buried Under Information?

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How efficiently does information flow through your contact center? 

If you have Monet WFM, the answer should be a positive one. But if your technology is not serving your agents, or if your agents are not as up to speed as the software systems they use, the results will be detrimental to customer service. 

Every time a procedural change is made, or a product is added, or a new promotion is taking place, it adds a document to the system that agents must be able to retrieve quickly. Eventually the locations of this data will be committed to memory, but in the meantime customers are either forced to wait or (even worse) are put on hold. 

If the number of additions continues to increase, even the best agents may find they are buried under reams of virtual paperwork found on various help systems and related sites. That cuts into average handle time and results in impatient customers. 

What is the solution? A review of the various touch points of information flow may reveal opportunities to expedite retrieval and eliminate frustrating logjams. There may be a more logical way to organize information so it can be found more rapidly. 

Any possibility of shaving a few seconds off a single call is one that cannot be overlooked. 


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Workforce Management for the Helpdesk

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Accurate forecasting, scheduling and staffing for a Helpdesk can be a more difficult challenge than doing so for standard contact center traffic.

Many calls to contact center agents cover basic ordering, returning, questions etc. that can be handled in a few minutes. But the typical helpdesk call may incorporate several complex activities that must be handled by different people with different skill sets.

An effective workforce management solution is the key to making a helpdesk run smoothly and efficiently, so cases get closed as quickly as possible with a positive outcome.

Forecasting, scheduling and assigning activities more effectively can optimize case resolution. WFM makes this possible. Managers can match available resources to the specific requirements of each case. By integrating workforce optimization in the WFM solution, case and activity assignment is further optimized, and managers will always be confident that their resources are being allocated in the best way possible.

Best of all, the data is available in real-time, so managers will always have insight into case handling and activity assignments as they occur. Make adjustments as needed, whether that involves adding or reassigning agents, to improve turnaround time.

A helpdesk is there to take on the tougher challenges. With a Workforce Management system in place that support helpdesks, even the most difficult cases can be resolved in a way that customers will appreciate.

You can learn more about Workforce Management for Helpdesks on our website, or just contact us and we are happy to show you how it works.


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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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