Speed Case Resolution in Salesforce Service Cloud with Monet Live WFM
Companies today spend a lot of time focusing on the customer experience. They know it’s important to future business to keep customers happy with efficient, timely and accurate service. There are many elements to the customer experience, so it’s hard to know where to focus improvement efforts. One of the most critical elements of the customer experience, however, is the agent experience.
Salesforce Service Cloud, which is built on Salesforce’s flagship customer relationship management (CRM) offering, was designed to give help desks and other customer support centers a 360-degree view of their customers and enable them to deliver smarter, faster, and more personalized service. It does this by automating service processes; streamlining workflows; and aggregating key articles, topics, and experts to transform the agent experience. When agents have a smart platform on which to base their service operations, they’re less likely to make mistakes or experience delays and more likely to provide customers with the right information at the right time.
Salesforce Service Cloud’s functionality can be extended further into managing the agent experience with the use of valuable add-ons and widgets that allow contact centers to ensure that the right number of agents are working in the right channels at the right time. This is where workforce management comes in. While most contact centers engage in workforce management for telephony, far fewer extend it to channels such as Web chat or email, and as agents increasingly spend their time in these channels, efficiencies in the agent experience are lost. Additionally, poorly integrated workforce management solutions can cause more problems than they solve. Monet Software’s (News - Alert) Monet Live, WFM for Salesforce Service Cloud provides all of the workforce management capabilities currently available to phone-based contact centers into Salesforce Service Cloud/chat or email centers.
Notable features of Monet Live WFM for Salesforce Service Cloud include:
Case/chat history. The historical files will return arrivals and average handle time for each case, on a 15-minute interval basis. Customers therefore know and have visibility on how many cases arrive in each queue, and how much time is spent working on them for every 15-minute interval of the day. The interval in which case volume is reported is based upon when a case enters a queue. Average handle time (AHT) is based upon the amount of time the case is in focus in the Salesforce Service Cloud console. Handle time is then put through a “smoothing process” to avoid abnormal handle times having a disproportionate effect.
Agent history. Managers also need to have visibility at the agent level. The agent history feature allows them to know how much time an agent spends handling cases. The volume and AHT collected is also tied to the agent doing the work. This allows Monet WFM to return per agent volume and AHT.
Real-time agent statuses. The Monet Workforce Monitor will allow agents to select customizable statuses. These statuses are sent in real time (with a less than five second delay). This allows customers to compare scheduled activities to their actual statuses within the Monet WFM graphic interface. The omnichannel widget within Salesforce Service Cloud is supported.
For more information about how Monet WFM Live can improve Salesforce Service Cloud and improve case resolution accuracy and speed, visit Monet’s website.
Edited by Alicia Young