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Workforce Optimization in the Cloud

Follow the latest trends on cloud-based contact center software and workforce optimization

The Benefits of Workforce Optimization

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How can we deliver a better customer experience?

That question is one faced by every contact center manager, especially after returning from a tradeshow full of new ideas, or reviewing last quarter’s numbers and not being happy with the results. 

New ideas are great, but they should be built from a solid foundation, and that means an older idea that always works – workforce optimization. This is the clearest way to make your business stand out when it comes to customer service. 

One good customer experience can have a very positive impact on loyalty, retention and word of mouth recommendations. Unfortunately, the same is true of one bad experience. WFO helps contact centers operate more effectively, by delivering the tools and data necessary for agents to do their jobs. When agents know what to do, and managers know what their agents are doing, the result is more satisfactory customer experiences.

And to turbo-charge your WFO, employ it in conjunction with speech and desktop analytics. Now you have even more data on agent productivity and performance, and you gain faster insight into different types of customer questions and inquiries so they can be routed to the right agent. 

Monet’s WFO Live features workforce management and call recording, both essential for forecasting, scheduling and training. Plus you’ll find solutions for quality management and performance measurement, all delivered from the cloud, so you won’t be making a significant investment in hardware and software. 

For small contact centers with just a few dozen agents, or major contact centers with hundreds of personnel working round the clock, workforce optimization is a vital component of a successful business. 







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