Maximizing Casework Efficiency With WFM for Service Cloud
Call centers receive calls and emails. Helpdesks receive cases. The difference is often one of complexity. Some calls can be handled quickly, but most cases require more time and effort to be resolved.
Knowing this makes the challenge of efficiency even more important. Thankfully there is a solution, and in its basic functionality it’s the same as the one now being employed at thousands of call centers – workforce management.
Think of what is required for casework efficiency:
- Adequate staffing
- Accurate forecasts
- Providing a customized experience for every customer
- Schedule adherence
- Intra-Day management
- Tracking workload
It sounds like a lot to have to get right. But all of these challenges can be effectively managed with Monet’s WFM for Service Cloud. It represents a significant step for helpdesks wishing to increase customer satisfaction, customer experience and service levels.
This is cutting-edge technology that has not always been available to the helpdesk market, where agent adherence visibility and casework tracking has been more dependent on educated guesswork than hard numbers.
Monet’s WFM for Service Cloud is the result of years of researching 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.
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