Solving the Biggest Service Desk Challenges
Many service desks, or help desks, lack the technology and insight to meet their escalating business requirements. As a result, they are not immune to such challenges as:
- Growing ticket volume – it’s easier to manage with better activity tracking, which improves response time. Without that capability, an ever-increasing volume of tickets will damage customer service.
- Ticket management – how are tickets routed? How are they updated? Without a workforce management solution in place, it is difficult (if not impossible) to route each incoming ticket to the staff member best suited to resolve the issue.
- Lack of metrics insight – many help desks still lack sufficient visibility into how requests are fulfilled, how quickly resolution is achieved, and how well agents perform their duties?
The answer to all of these challenges is workforce management.
Thousands of companies have already discovered how Salesforce delivers faster service at a lower cost, while streamlining communication between customers, employees and partners. But for all of its outstanding features, it can’t deliver the WFM that eliminates guesswork and time-consuming processes.
The Solution: combining Monet’s award-winning workforce management solution with Salesforce.
Seamless integration between the two efficiency solutions is easily achieved with no required hardware. Data passes to Monet WFM for Salesforce through a widget atop a console via a streaming API.
Now, with data that clearly shows what is working what is not, new methods can be implemented (such as matching employee skills to specific tasks) to optimize agent productivity.
If you’re a Salesforce customer, isn’t it time you find out what you’ve been missing?
The Operational Advantages of WFM
Still considering whether to add a workforce management solution to your contact center? There are many reasons doing so is
Abandon Rate: What It Is, Why It Goes Up, What You Can Do
Abandon: (verb): To leave completely and finally; forsake utterly; desert: Sounds pretty grim, doesn’t it? “Abandon Rate” is one of