Workforce Optimization for Customer Service
Summarize
Summary of Workforce Optimization for Customer Service
Workforce Optimization for Customer Service enables organizations to manage and enhance workforce productivity through a single application. This tool allows for efficient work routing, skill and schedule management, and performance monitoring of customer service teams. Note that the Legacy Workforce Optimization will be deprecated in future releases, though it will remain supported for existing instances.
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Key Features
- Work Management: Manage work items from customers and balance workloads among agents while adhering to SLAs. Automate routing based on agent availability and skills.
- Performance Monitoring: Assess real-time operations, provide feedback, and identify coaching opportunities to improve agent skills.
- Integrated Data Management: Streamline scheduling, manage shifts, and assess skills to optimize workforce capabilities.
- Scheduling: Centralized scheduling allows for shift planning, agent assignments, and forecasting staffing needs.
- Team Performance Analysis: Organize teams into groups and set key performance indicators (KPIs) to analyze and improve team effectiveness.
Key Outcomes
By utilizing Workforce Optimization for Customer Service, organizations can expect improved team performance through targeted coaching, enhanced customer service experiences via real-time support, and efficient management of workforce schedules and workloads. This leads to better alignment of team capabilities with organizational goals, ultimately driving higher customer satisfaction.
Manage and maintain the productivity of your workforce from a single application using Workforce Optimization for Customer Service. With this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.
Watch this short video to see how managers use Workforce Optimization for Customer Service.
The application is available on configurable workspaces. Administrators can configure and customize the workspace using the application capabilities to complete the service objectives efficiently.
Workforce Optimization for Customer Service
- Assess real-time operations and performance of teams and agents across different channels and queues.
- Keep track of ongoing work and provide real-time help to team members for better customer experience.
- Helps organizations ensure that their managers only see the data and views of relevant teams
- Monitor and measure team performance and provide feedback using assessments.
- Predict and recommend skills for agents.
- Identify opportunities to coach and train your teams.
Key Features
- Managing work using channels and queues
- Manage pending work items from customers, daily work routine of agents, and balance work load between agents adhering to promised SLAs. Automatically route and assign work items to agents based on availability, capacity, and skills. Monitor the health of your queues reviewing real-time performance and jump in to help with escalations.
- Automating employee coaching and training
- Assess your team's performance  and set coaching plans to improve their skills.
- Integrated application data
- Drive workforce optimization effectively by managing schedules, shifts, and queues for your teams. You can assess skills, automate agent recommendations based on those skills, and provide mentoring opportunities for employees.
- Scheduling
Manage the scheduling for your organization from a central location. You can create shift plans, schedule plans, assign agents to shifts, and publish the schedules. Manage teams' approvals, swap agents' shifts, and forecast agent staffing scenarios.
- Team performance
You can organize each of your teams into assignment groups. You can define a set of key Performance Indicators (KPIs) to analyze the performance of all groups within that team. From a central location, you can drill into the metrics for a group, an agent, or an incident within that team.
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