Do Customers or Agents Come First? At Some Contact Centers the Answer May Surprise You
“The Customer Comes First.” You’ll see those words next to the cash registers at mom-and-pop grocery stores, and on the
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
The Holiday Preparation List
Yes, every year we do a blog on this. Because every year, many contact centers rely on increased holiday business
New WFM Report Highlights Social Media
The workforce management market for contact centers continues to grow, as more businesses discover the many advantages in efficiency and
Workforce Management: Big Benefits for Small Contact Centers
Where is it written that only contact centers with 100 agents or more can benefit from a workforce management solution?
Keeping Agents Hungry
After you’ve interviewed, hired and trained a new agent, some contact center managers believe that part of the job is
Remote Agents: Making That System Work With Workforce Management
Ten years ago, the concept of a telecommuting workforce was just starting to gain acceptance. But we’ve seen a sizable
Cut Every Customer Call By One Minute
Add up how many calls your contact center receives every week. Let’s say the number is one thousand – now
Monet Joins Salesforce Advisory Board
After we debuted WFM for Salesforce, the company invited Monet to be join their Service Cloud Advisory Board.
Ditch the Spreadsheets
Find out why Monet WFM, workforce management in the cloud, represents a quantum leap forward from spreadsheets.
Why Contact Centers Should Adopt a Flexible Shift Model – And How to Do It
As every contact center manager knows, there is stuff you can control and stuff you can’t. Find out in this blog.
Can Contact Center Agents Replace In-Store Employees?
One of the unfortunate realities resulting from America’s increased preference to shop online has been a decline in the quality
The One-Word Key to Help Desk Efficiency
We won’t bury the lead this time. The one-word key to help desk efficiency is: Consistency. Think of it –