With so much riding on service teams and their ability to provide exceptional customer service and support, modern businesses are recognising workforce optimisation as a major priority. ServiceNow, the industry leader in IT management solutions, provides the tools and resources managers, leads and employees need to improve efficiency and increase team satisfaction.
Available as part of the ServiceNow ITSM tool, Workforce Optimization brings all relevant WFO capabilities together under one roof. This includes:
- Team scheduling
- Performance Reporting
- Omni-channel Optimisation Monitoring
- Coaching and Skills Management
- Skills-based routing
- Bi-directional coaching
- Queue Management
- Learning Management Integrations
- Demand Forecasting
- Skills overview
Create detailed schedules based on accurate, real-time data. Integrate with other tools on your network. Monitor and gain vital insights into team and employee performance. Generate detailed reports based on historical metrics to identify areas of improvement. Apply complex algorithms to accurately predict staffing needs. Filter and view agent skills to optimise training tasks. And through it all, gain the resources you need to effectively manage your team’s performance. ServiceNow makes it possible.
ServiceNow empowers your business to take efficiency, productivity, availability and transparency further than ever before. Learn more about Workforce Optimization, and help your teams become the best versions of their professional selves.