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The One-Word Key to Help Desk Efficiency - Verint Monet - ContactCenterWorld.com Blog

The One-Word Key to Help Desk Efficiency

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?

  • Frustrating caller wait times
  • Help desk staff attrition and frequent turnover
  • Insufficient documented procedures 

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 5:00 AM


2021 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

2.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158

3.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
PH: 0217991445

4.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)
PH: +44 1983 303011

5.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333
 



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