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.
Flexible dashboards and reports for better decisions
Provide management with unified call analytics to monitor and analyze key performance metrics resulting in better support in decision making.Learn More >
Benefits for the Contact Center
on All Levels
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
Refocus Supervisor’s Time From Data Collection to Coaching, Training and Planning
How to Gain More Insight into Contact Center Performance Management
This webinar will show you how to gain more insight into the performance of your contact center using graphical dashboards, customer scorecards, goal setting, alerts and KPI (key performance indicators).
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