Contact Center Software In the Cloud: Easier, Faster And Lower Costs!
The Cloud-based model uses a new multi-tenant and scalable architecture that was designed to efficiently and securely deliver web-based applications
Three Hurdles with Workforce Management – and How to Eliminate Them
When contact centers add Monet WFM, the result is a more efficient operation. Benefits include accurate forecasts, better schedules, monitoring of
Customer Service Predictions for 2019
It’s still January, which means we’re still sifting through articles all over the internet offering tips, strategies and predictions for
Emojis At the Contact Center? Why Not?
We don’t know about you, but we never thought emojis would go mainstream. Oh, sure, having them punctuate the emotional
Three Essential Qualities Of an Efficient Contact Center
The dictionary defines efficiency as “effective operation as measured by a comparison of production with cost (as in energy, time
Help Desk Service: When KPIs Don’t Tell the Whole Story
Sometimes two statements can be true, even if they seem to conflict on the surface. Take KPIs at help desks.
Four Arguments Against Workforce Management – And Why They Are Wrong
We’ve always considered the superiority of workforce management over spreadsheets to be a no-brainer. The efficiency and accuracy WFM brings
Five Critical Tasks for Contact Center Supervisors
What does a contact center supervisor do? I’m sure that question has been asked by more than a few agents
How Retail Contact Centers Can Help Boost Sales
This is the busiest time of year for many retailers. But when one thinks about boosting holiday sales, they place
Industry News: “Handle” With Care
Is Average Handle Time (AHT) still an important consideration at the contact center? We think so, but a recent survey
How to Set the Right Contact Center Goals for 2019
Another year over, and a new one just begun. Some time amidst the higher caller traffic that often greets contact
Healthcare Organizations: When Accurate Scheduling is Essential, Workforce Management Delivers
The healthcare industry is struggling with a workforce shortage at the moment. And it isn’t just physicians and nurses –
Three Lesser-Known Variables That Can Impact Forecasting Data
Great forecasts are the result of many factors: collaboration with your marketing and sales teams, consistent agent performance that makes
Are Your Agents Getting Enough Sleep?
That may seem like an odd question: most contact center managers do not consider monitoring agent sleep habits as part