Remove Average Handle Time Remove call center workforce Remove Coaching Remove Quality management

Remote Control: Managing Work at Home Contact Center Agents

Monet Software

How WFM and QM combine to engage an offsite call center workforce and deliver superior CX. High-speed internet, cloud-based applications and other technologies have opened a new vista for the call center—the remote agents. Manage to the Metrics.

The Morale Doctor is In

Monet Software

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? It develops silently over time. This makes contact center agents particularly vulnerable to burnout.