Performance management is an integral part of managing the contact center as it enables you to align your people, processes, and systems to your goals and objectives, such as customer satisfaction and experience, cost control and revenue generation.
Verint Monet’s Performance Management sets a new standard by transforming contact center performance management from a reactive to a proactive approach. Scorecards, key performance indicators, real-time alerts, agent analytics, dashboards and customizable reports from our call center workforce management software deliver a constant stream of intelligence to help you take the right action to better meet your business goals now and in the future.
Verint Monet call center performance management software automatically collects and presents real-time and historical performance data at the agent, group and center levels. Key performance indicators, employee self-service scheduling and service level indicators can be distributed to call center employees through web-based consolidated reporting, giving them the information to do a better job. Free up time for supervisors and managers to focus on working with agents, coaching, training and planning – all resulting in better service to your customers.
Verint Monet Performance Management is fully integrated with the Workforce Optimization suite of our call center workforce management software, delivering agent analytics and scorecard capabilities to improve call center performance.
