Helpdesks Should Never Be Too Busy to Help
Oliver Pritchett, a columnist with The Telegraph, asked an interesting question in a recent piece: “Why are helpdesks always ‘exceptionally busy’? The whole world, he writes, “Seems to be on hold at the end of a phone.”
Pritchett then goes on to imagine what is actually happening at these helpdesks, while he languishes on the phone listening to messages about how it’s an exceptionally busy time. Among the scenarios – everyone gathered around one desk to listen to one angry caller scream, and an empty office, because all of the agents are attending a course on how to be nice to customers.
By the way, he notes, when customers call we are “probably pretty busy ourselves,” and have better things to do then spend that much time on hold.
Obviously that’s not the way helpdesks are supposed to work.
There could be many reasons why the helpdesk Pritchett called was too busy to efficiently handle his inquiry, but the most likely culprit is understaffing. The cases brought to helpdesks by customers often take time to resolve, so it’s important to have enough agents on every shift so there is always someone available to take the next incoming call.
Adequate staffing is determined by accurate scheduling, and accurate scheduling relies on accurate forecasts.
It sounds like a lot to have to get right. But all of these challenges can be effectively managed with Monet’s WFM for Salesforce. It represents a significant step for helpdesks that already use Salesforce, and wish to increase customer satisfaction, customer experience and service levels.
Monet’s WFM for Salesforce is the result of years of research into the easiest and most reliable technology solutions that would allow a helpdesk to build accurate forecasts and optimal schedules in real time.
Using knowledge picked up over more than 15 years of serving the helpdesk market, we’ve found a solution that maximizes casework efficiency by delivering more insight into how cases are managed, and the time investment required to address them. It’s the best way to avoid those “exceptionally busy times.”
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