Whitepapers

We understand that keeping up with the changing technology landscape at the contact center can be a challenge. From the transition to cloud-based solutions to the ongoing issues of accurate forecasting and schedule adherence, it can be difficult to keep pace with the latest topics and trends. Our whitepapers are free and ready to help provide call center management tips & best practices.

Workforce Management Metrics: Unlock the Secrets to growing your Bottom Line

Discover 5 workforce management metrics to measure contact center success in your organization.

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The Ultimate Guide to Contact Center Shrinkage

This guide defines shrinkage, will show you how to calculate it, and how to apply it properly within your schedules, as well as give you some tips to minimize it.

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Workforce Management: A Beginner’s Guide For Help Desks & Service Desks

What is Workforce Management, why is it important, and how does it work its magic? This whitepaper has the answers.

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Strategies for Improving Schedule Adherence

When every minute counts, call centers must focus on the impact agent adherence has on revenues, costs, and service levels.

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Contact Center Forecasting and Scheduling Best Practices

Learn how Workforce Management Software is preferable to spreadsheets for creating more accurate forecasts and optimized schedules.

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Seven Strategies for More Effective Quality Assurance In Your Contact Center

Learn how a structured Quality Assurance program and automated quality monitoring takes customer satisfaction and the performance of your contact center to a whole new level.

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7 Tips for More Effective Contact Center Scheduling

Simplify your scheduling, improve service levels, and reduce costs.

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Cloud vs. Premise vs. Hosted: Differences, IT Costs and Benefits

Three delivery methods are available for this contact center technology: an on-premise solution, a hosted solution, and the cloud.

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The Benefits of Workforce Management Explained to My Boss

This whitepaper offers answers to common concerns about implementing WFM, including cost, the uncertainty of change, and whether WFM will really be better than the system already in place.

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The Benefits of Automated Workforce Management in the Cloud

An automated workforce management (WFM) solution can improve forecast accuracy, making sure all the necessary resources are always in place. It can also streamline the scheduling process.

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4 Tips To Improve Intraday Management In Your Contact Center

Intra-day management allows managers and personnel on the front line to monitor skills and agent performance throughout the day, and make improvements when needed.

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Making the Cloud Transition at your Automotive Industry Call Center

At many automotive call centers, work patterns become like old friends - same technology, same procedures, year in and year out. What if there was a better way?

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Automated Workforce Management By the Numbers

Monet’s WFM platform efficiently and securely delivers web-based workforce management applications at the lowest possible cost.

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Call Recording Software is Essential for your Call Center

Learn why call recording software is a must‐have for your call center and how its integration with workforce management takes call center performance to a whole new level.

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10 Tips for more Effective Call Center Management

This whitepaper offers tips and best practices on call center management. Learn how to improve service levels while gaining more cost control and better utilization of resources.

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Workforce Management Selection Guide

Every call center has different workforce management needs. This whitepaper provides some guidelines and key questions you should consider when selecting workforce management software for your call center.

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How to Calculate Cost Savings and ROI of Workforce Management Software

What value does Workforce Management Software deliver? This whitepaper will answer the question and explain how systems reduce costs and improve utilization of resources, based on a few user scenarios.

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Scheduling Spreadsheets Are Not Really Free

Call centers that don’t use WFM systems typically rely on scheduling spreadsheets. This whitepaper takes a look at the limitations of using spreadsheets to manage a workforce.

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Workforce Management in the Cloud

This whitepaper provides an overview of the cloud-based software model, highlights the difference to the hosted and on-premise software models and also explains the key advantages and benefits.

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Cloud Transition Anxiety? 5 Reasons to Relax

Here are some of the most common reasons why businesses hesitate, and how we address them with our clients – most of whom ultimately make the cloud transition, and now couldn’t be happier.

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Forecasting Trends In The Contact Center

A planning tool that helps management in its attempts to cope with the uncertainty of the future, relying mainly on data from the past and present and analysis of trends.

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The Convenience, Cost Savings And Customer Service Benefits of Cloud-based Workforce Management

How would a cloud workforce management solution impact a company’s IT division? Let’s look at the numbers:

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Cloud Computing for the Enterprise

Learn why enterprises with thousands of agents trust cloud solutions such as Monet Live for their workforce optimization needs.

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