We won’t bury the lead this time. The one-word key to help desk efficiency is:
Consistency.
Think of it – what are some of the biggest challenges faced by help desks?
Just one of these can be a hazard – all of them result in a snowball effect that results in a poor level of service to the end user.
Consistency is the answer. Make it a priority. Doing so becomes much easier with a workforce management solution designed specifically for help desks.
With WFM, managers can be proactive, taking the data gathered from historic performance and creating processes for scheduling, staffing, and how each type of case should be handled.
When a help desk can rely on consistently having the right number of agents on each shift, with procedures in place on how to provide assistance, customer service inevitably improves.
How does WFM help with attrition? Ask your departing agents why they are leaving. Many of them may describe the stress of the job, the confusion and frustration that can result from not having consistent procedures to follow.
Monet’s WFM for Salesforce delivers advanced scheduling that incorporates all forecasted casework, voice channels, and other activities to generate staffing schedules that optimize a wide range of factors including: agent availability, work rules, holidays, breaks, service levels, and center budgets.
And because it’s cloud-based and delivered as a service, help desks using Salesforce can access secure web-based applications at a competitive cost with no large upfront investment.
Source: http://www.monetsoftware.com/blog/Workforce-Management/post/the-one-word-key-to-help-desk-efficiency
Publish Date: August 13, 2018 |
Helping Agents Buy Into Workforce Optimization | October 1, 2018 |
The Competitive Edge Delivered by Speech Analytics | October 1, 2018 |
Cut Every Customer Call By One Minute | October 1, 2018 |
Remote Agents: Making That System Work With Workforce Management | October 1, 2018 |
Comfort Pets at Contact Centers? Why Not? | October 1, 2018 |
Five Musts for Your Workforce Optimization Solution | August 29, 2018 |
The “Now You Knows” of Speech Analytics | August 29, 2018 |
Can Contact Center Agents Replace In-Store Employees? | August 29, 2018 |
Healthcare Contact Centers: The Open Enrollment Crunch | August 14, 2018 |
5 Tips to Optimize Contact Center Scheduling | August 13, 2018 |
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall