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
- 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.