The Benefits of Workforce Management Explained to My Boss
This eBook will show you how to build a persuasive case and convince decision-makers to add WFM to your contact center or help desk.
Verint Monet: Cloud Workforce Optimization Software for Contact Centers & Help Desks
Our cloud-based call center workforce management software enables our customers to focus on what they do best: deliver a world-class customer experience.
Monet WFM solution incorporates forecasting, scheduling, agent communication, and adherence to optimize your workforce resources. Service and efficiency are enhanced when call center workforce management software chooses the right numbers of agents with the necessary skills to take care of your customers every day.
Monet WFO is a unified product suite that enables organizations to improve customer experience, improve agent productivity, identify performance gaps, and empower your workforce to deliver outstanding and efficient customer service.
Monet workforce optimization software includes Workforce Management, Call Recording, Screen Capture, Quality Management, and Performance Management.
Monet WFM for Salesforce integrates seamlessly with Salesforce Service Cloud or Sales Cloud case management systems to provide an advanced omnichannel WFM solution directly from Salesforce. Contact centers and help desks can optimize their internal organization and scheduling processes, while dramatically increasing customer satisfaction and service levels.
Monet Speech Analytics transform voice interactions into actionable customer insights, and augments your quality program to enable a superior experience for your customers. Our Desktop Analytics solution delivers business intelligence at the desktop level to improve productivity and reduce costs.
“After having Monet, we can never go back. It’s a very intuitive solution to use, especially the way the exports are done. It makes everything easier.”
Jesse Holder, Workforce Management Specialist at Club Med.
What is Workforce Management Software?
Workforce management in a contact center or help desk is the art and science of having the right number of employees with the right skills at the right times, to meet accurately forecasted volumes of work at a predetermined service level with minimized costs. Workforce management is a critical task for contact centers/ help desks, as poor planning and execution can have a negative impact on your business (revenues, cost), your customers (satisfaction) and even your employees (motivation/burn-out).