Agent Adherence Tracking Made Flexible

Call centers can easily add their own agent activity types and monitor agent
adherence across all activities, resulting in better utilization of resources,
better cost management and improved service levels

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Flexible schedule adherence tracking to meet the needs of your call center

Managing agent adherence is one of the most challenging call center tasks and is often the cause for poor call center performance. Easier and more accurate monitoring across all agent activities and automated comparison with scheduled activities has a direct impact on the bottom line through improved services levels, better cost management and increased productivity. Monet Software's flexible real-time schedule adherence extends monitoring to all agent activities, such as call wrap-up, special after-work, out-bound preparation and other required activities that impact the service levels and performance of a call center.

Monet Advanced Agent Adherence allows the creation of custom states and rules to match the unique needs of the call center, such as:

  • Add any agent activity type into adherence monitoring
  • Set up custom thresholds and variances to exactly match the center’s needs
  • Monitor all agent activities in real-time with custom alerts

Since every call center has unique agent activity types, Monet Software’s flexible approach to agent adherence monitoring gives centers a new level of accuracy in managing call center performance and the potential to dramatically reduce non-productive agent time.

To learn more about schedule adherence and best practices, please contact us or download our “Strategies for improved schedule adherence” whitepaper. 

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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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