Evolve IP + Monet WFM = Unprecedented Call Center Insight - Monet Software - ContactCenterWorld.com Blog
What separates great call centers from those that just manage to get the job done?
The answer may be insight. The more data call center managers have to review, the easier it is to create procedures that achieve better results. You can’t fix – or improve – what you can’t see.
When Monet Live Workforce Management is added to Evolve IP’s award winning contact center solution, the result is the kind of insight that boosts efficiency, lowers costs, and improves customer service.
Better Customer Service
WFM generates accurate call volume forecasting from historical data and ACD integration. It also creates flexible schedules that incorporate foreseen and unforeseen variables, agent exceptions, intra-day changes to both forecasting and scheduling, and performance management reports. When forecasting and scheduling are done right, customer service improves. Another WFM benefit is call routing, so agents with specific skills are available to take the calls they are most qualified to receive.
By creating optimized employee schedules, WFM improves productivity while reducing call center costs triggered by over-staffing or under-staffing. And in addition to forecasting and scheduling, WFM also creates data on call answer times, first call resolutions, transfer rates and other key metrics that are the key to consistent productivity.
With WFM, staff satisfaction will increase, as the system eliminates the uncertainty of manual scheduling, allowing agents to manage their own schedules and set their own schedule preferences as a reward for outstanding performance. When agents are more engaged in their jobs, improved efficiency is the result.
Integrating these benefits into Evolve IP’s unified desktop management solution, which also expands insight while maintaining security and control of company data, delivers unparalleled support that just might inspire unparalleled productivity.
Publish Date: October 4, 2017 5:00 AM
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