Solving the Biggest Service Desk Challenges | Workforce Management Blog

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Solving the Biggest Service Desk Challenges

Posted: by: Chuck Ciarlo

Many service desks, or help desks, lack the technology and insight to meet their escalating business requirements. As a result, they are not immune to such challenges as:

  • Growing ticket volume – it’s easier to manage with better activity tracking, which improves response time. Without that capability, an ever-increasing volume of tickets will damage customer service. 
  • Ticket management – how are tickets routed? How are they updated? Without a workforce management solution in place, it is difficult (if not impossible) to route each incoming ticket to the staff member best suited to resolve the issue. 
  • Lack of metrics insight – many help desks still lack sufficient visibility into how requests are fulfilled, how quickly resolution is achieved, and how well agents perform their duties? 

The answer to all of these challenges is workforce management. 

Thousands of companies have already discovered how Salesforce delivers faster service at a lower cost, while streamlining communication between customers, employees and partners. But for all of its outstanding features, it can’t deliver the WFM that eliminates guesswork and time-consuming processes. 

The Solution: combining Monet’s award-winning workforce management solution with Salesforce. 

Seamless integration between the two efficiency solutions is easily achieved with no required hardware. Data passes to Monet WFM for Salesforce through a widget atop a console via a streaming API. 

Now, with data that clearly shows what is working what is not, new methods can be implemented (such as matching employee skills to specific tasks) to optimize agent productivity. 

If you’re a Salesforce customer, isn’t it time you find out what you’ve been missing?

Find out more about WFM for Salesforce here

Or schedule a free online demo to see WFM for Salesforce in action

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