The Benefits of Workforce Optimization
With WFM, your agent scheduling will become much easier, and much more accurate. You’ll always feel confident that the right numbers of agent are serving your customers.
But why stop there? With WFO, you’ll learn something from every one of those customer engagements. Call recording protects your company from legal action and provides a valuable resource for agent coaching and training; quality monitoring helps you assess levels of customer satisfaction with your speed and service quality; speech analytics delivers more insight into what your customers want, so you can sometimes anticipate their needs before they even express them.
With WFO, managers have everything they need to attack key performance indicators and bring them into acceptable levels. And it helps your agents do a better job as well.
Once you’ve made the decision to explore workforce optimization options, it will become clear that, given the impact WFO will make on your business as well as the costs involved, it’s important to choose the right solution the first time.
Monet’s WFO Live makes it possible for companies of any size to scale IT quickly and efficiently, and to make changes without business interruption.
But what about security? Monet currently has customers with dozens of agents – and thousands of agents – successfully using Monet Live in a secure, scalable cloud.
Still have questions? Monet is always available to help address the concerns of companies considering a cloud solution, and to identify the many ways in which the cloud can benefit your contact center.
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?
Confidence: The Overlooked (But Vital) Agent Trait
What qualities do you look for when interviewing potential contact center agents? Certainly, experience is important, but as this is