Call centers receive calls
and emails. Helpdesks receive cases. The difference is often one of complexity.
Some calls can be handled quickly, but most cases require more time and effort
to be resolved.
Knowing this makes the challenge
of efficiency even more important. Thankfully there is a solution, and in its
basic functionality it’s the same as the one now being employed at thousands of
call centers – workforce management.
Think of what is required
for casework efficiency:
- Adequate staffing
- Accurate forecasts
- Providing a customized experience for every
- Schedule adherence
- Intra-Day management
- Tracking workload
It sounds like a lot to
have to get right. But all of these challenges can be effectively managed with
Monet’s WFM for Service Cloud. It represents a significant step for helpdesks
wishing to increase customer satisfaction, customer experience and service levels.
This is cutting-edge
technology that has not always been available to the helpdesk market, where
agent adherence visibility and casework tracking has been more dependent on
educated guesswork than hard numbers.
Monet’s WFM for Service
Cloud is the result of years of researching into the easiest and most reliable
technology solutions that would allow a helpdesk to build accurate forecasts
and optimal schedules in real time.
Using knowledge picked up
over more than 15 years of serving the helpdesk market, we’ve found a solution
that maximizes casework efficiency by delivering more insight into how cases
are managed, and the time investment required to address them.
Find out more about WFM for Service Cloud