Mar
23

NewVoiceMedia, Monet Partnership Means Better Call Center Management

A new partnership effort between NewVoiceMedia and Monet WFO Live promises better call center management functions ahead.

Mar
22

Monet Software WFO Live Wins Innovation Award

To honor the advancements of Monet Software’s work, TMC recently presented the company with a 2017 Workforce Optimization Innovation Award for its WFO Live solution.

Mar
15

Performance Musts for Call Center Managers

Call center management doesn’t have to be a daunting task. With the right tools and dedication to your agents, It’s possible to succeed. Focusing on performance management is a great way to get there.

Mar
14

The Most Important Issues Facing Your Contact Center

If you’ve got money to spend on the contact center and customer support (and let’s hope that you do), you may be wondering how to spend it. Rather than seeking unproven new features, call center management should be evaluating your organization’s existing capabilities to see how they measure up.

Mar
13

Delivering Optimal Customer Care Today: What’s it Take?

The golden rule for call center management should be to establish from the start that keeping customers happy and loyal to the brand is key. This same idea should be a core focus of all training and reinforcement in the workforce.

Mar
12

Delivering Optimal Customer Care Today: What’s it Take?

The golden rule for call center management should be to establish from the start that keeping customers happy and loyal to the brand is key. This same idea should be a core focus of all training and reinforcement in the workforce.

Mar
11

Delivering Optimal Customer Care Today: What’s it Take?

The golden rule for call center management should be to establish from the start that keeping customers happy and loyal to the brand is key. This same idea should be a core focus of all training and reinforcement in the workforce.

Mar
10

Delivering Optimal Customer Care Today: What’s it Take?

The golden rule for call center management should be to establish from the start that keeping customers happy and loyal to the brand is key. This same idea should be a core focus of all training and reinforcement in the workforce.

Mar
8

Cloud Contact Centers Enable New Functionality

For companies looking to add new updates to their contact centers – new communications channels, new capabilities – it makes sense for call center management to consider pursuing the cloud.

Mar
7

Overusing Customers’ Names Feels Like Forced Sincerity

It’s up to call center management to understand that quality of service shouldn’t be sacrificed for time. An agent asking a customer how he/she liked a previous purchase (“How did you like the zip-up fleece?”) conveys personalization and breaks the monotony of constantly using the customer’s name.