Consulting and Strategic Services for your Contact Center

Our team of experts will help you on a strategic and
operational level to maximize the performance of your contact center.

Our team of professionals knows what it takes to optimize processes and get the most out of your workforce optimization solution to maximize the performance of your contact center.

Through our in-depth collaborative process, our team will help you better understand desk-level activities, work complexity, value added versus non-value added steps and best practices. We will assess the effectiveness of your Workforce Management, Performance Management and Quality Management model by evaluating your business processes, your performance standards and your overall service and quality strategy.

We will help you create world-class quality review forms that improve customer experience and integrate seamlessly into your PM tools, thus forming the closed-loop management system required to effectively run your business.

You will gain confidence that your people are adhering to the preferred process and your system inputs accurately reflect this. Our expert team of consultants will work with your agents, supervisors and managers to make sure everyone understands the solution, is using it properly and that real value is being achieved.

Process Design and Improvement

  • Observations | Call Handling Analysis | Agent Comparison
  • Best Practice Definitions | Benchmark Analysis
  • Activity Summaries | Activity Details | Activity Element Analysis
  • Opportunity Identification, Quantification and Suggested Actions
  • Work Standards | Updated PM Model
  • Quality Form Review and Feedback
  • Evaluation of Coaching Techniques and Calibration
  • Staff Flexibility | Multi-Skilling Study | Cross-Functional Process Review
  • Queues Analysis and Design Feedback | Service

Management Discipline

  • Intraday Reviews | Exception Management | Adherence Management
  • Forecasting and Scheduling Best Practices | Data Analysis and Insight
  • Reporting and Follow-Up Methodology Design
  • Evaluate Business Adoption of Newly Deployed Solution
  • QM and PM Coaching, Training and Role Playing
  • Six-Week Course of Daily Diagnostics with Supervisors
  • Measurement and Reporting Against Baseline
  • Twice-Annual Health Checkup

Weather you already have a WFO system and would like to get better utilization or if you are planning to purchase a system, Monet Consulting Services is ready to help. Please call us at 1-310-207-6800 or contact us. We are always happy to discuss your needs in more detail and explain how we can support you.

 

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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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A More Efficient Call Center in One Minute?

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

Watch Video