Best of Performance Management 2014
The primary objective of performance management is to improve overall business efficiency in the contact center. Of course, this is easier said than done, but Monet has been proud to provide tips on improving your performance management efforts throughout 2014. Here are 5 of the most popular posts on this important topic.
Do you have the right performance reports and metrics in your contact center?
Incentives for call center agents are great – every employee likes to feel appreciated – but do you have the metrics to determine which agents are most deserving of special recognition?
Proactive performance management takes the guesswork out of knowing what your agents are doing, and how well they are doing it. Monet Metrics takes the guesswork out of performance management.
A good contact center manager is always looking for new and innovative ways to improve customer service and performance. Here are 12 tips that might be helpful.
It’s the manager’s job to make every minute count in the contact center, and that’s a challenge when dealing with different schedules and constantly evolving exceptions. That makes PTO requests even more difficult, even if they are presented a week or more in advance.
The Operational Advantages of WFM
Still considering whether to add a workforce management solution to your contact center? There are many reasons doing so is
Abandon Rate: What It Is, Why It Goes Up, What You Can Do
Abandon: (verb): To leave completely and finally; forsake utterly; desert: Sounds pretty grim, doesn’t it? “Abandon Rate” is one of