The Contact Center Holiday Wish List | Workforce Optimization Blog

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The Contact Center Holiday Wish List

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Letters to Santa and holiday wish lists are a part of Christmas celebrations around the world. But if you could create a wish list for your contact center, what would you ask for?

This is not just a fanciful exercise. Writing down your goals for 2016 can be the first step toward achieving them. What is most important to the future success of your business right now – more accurate forecasts? A better way to create schedules? Call recording software? Finding improved ways to automate tasks?

Different call centers will have different lists, but a Workforce Management (WFM) solution in the cloud may figure prominently in the answers to many of them. Santa can’t bring it, but Monet Software can. 

Here are a few more items that may be on your wish list. 

Screen Recording 

Listening to recorded calls can boost the efficiency of your contact center. Listening to these calls while watching how agents relate to customers offers even more insight into employee performance, customer service and how technology is being leveraged for maximum benefit. With Monet Screen Capture, it is possible to review synchronized voice and video of your agents’ interactions. We’ve created a video demo that takes you through the process, from capturing customer interactions to the platform’s archiving and reporting capabilities. 


Speech Analytics

Since 2/3 of customer interactions still take place over the telephone, speech analytics has become a more prominent source for customer insight. With Monet WFO Live’s speech analytics capabilities, contact centers gain even more insight from their call recording solution. With automated alerts triggered by voice data, managers have access to critical business intelligence that boosts both agent performance and the customer experience. 

Desktop Analytics

If you want even more transparency into how your contact center functions, what agents are doing at their desks, whether your business is in compliance with government or industry guidelines on information gathering, and where your procedures are falling short of expectations, desktop analytics may have the answers. Where speech analytics is primarily customer-focused, desktop analytics (DA) delivers insight on your agents and your processes. It captures and analyzes all agent desktop activities in real time, and it improves process automation and workflow. 



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