Workforce Management: Putting the ‘Service’ Back in Service Desks
Helpdesks, like call centers, are undergoing a significant change in response to the array of communication channels now available to the public.
Typically, the reasons for contacting a service desk are more complex than for a call center, which explains why in this era of self-serve online options, the helpdesk telephone is still the most oft-used channel.
Will this change as other channels become more sophisticated? That’s open for debate. What we know for sure is that service desk customers have become used to faster responses and easy interactions when they use online channels for everything from ordering a book on amazon to booking a hotel reservation. When they contact a helpdesk, they expect that same level of service.
Workforce management can help service desks meet these expectations. In fact, Monet’s Workforce Management for Salesforce™ Service Cloud™ was specifically designed for more efficient case management and faster case resolution, through more accurate forecasts and schedules.
Equip Agents to Do More
At many helpdesks, agents log customer requests and schedule them for the next available specialist to either contact the customer or visit that customer’s location. Sometimes, that results in service delays and angry customers.
While agents will never (or should never) be trained technicians, there are likely some common issues that can be resolved if agents can access real time information while speaking with a customer. WFM can deliver that information, and reviews of recorded calls can help service desk agents recognize these issues and be better prepared with answers.
Faster, better service – and fewer service calls? WFM makes it possible.
And because it’s cloud-based and delivered as a service, helpdesks using Salesforce™ Service Cloud™ can access secure web-based applications at a competitive cost with no large upfront investment.
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