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.

 

Monet 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 deliver a constant stream of intelligence to help you take the right action to better meet your business goals now and in the future.

 

Monet Performance Management automatically collects and presents real-time and historical performance data at the agent, group and center levels. Key performance indicators, scheduling information 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.

 

Monet Performance Management is fully integrated with Monet’s Workforce Optimization suite, delivering agent analytics and scorecard capabilities to improve call center performance.

Benefits for the Contact Center

Measure, Track
and Improve
Performance
on All Levels
at your
Call Center

Put Business Intelligence in the Hands of Business Users to Make Better and Faster Data-led Decisions

Move from Reactive to Proactive Management to Better Meet Your Goals

Increase
Agent
Productivity
and Improve
Team
Motivation

Refocus Supervisor’s Time From Data Collection to Coaching, Training and Planning

“After having Monet, we can never go back.”

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“Our quality and service levels are averaging in the top 97% tier.“

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“We are already abandoning almost 2,000 less calls than a year ago.”

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