Workforce Management Featured Article
Monet Brings WFM to Salesforce Service Cloud
Salesforce Service Cloud has quickly become a popular solution among several businesses, specifically call centers. It delivers faster service at a lower cost, streamlines communication between customers, employees and partners, and offers several cutting-edge features. However, it does not have a workforce management (WFM) feature to help managers eliminate guesswork and time-consuming processes.
WFM allows managers to maintain service levels by giving them visibility into what agents are doing, and how they are doing it. However, since Salesforce Service Cloud is such a reputable solution, managers often choose to go with it anyway, despite the fact that not having WFM makes it difficult to keep operations running.
In order to solve this problem, Monet Software (News - Alert) has integrated its WFM solution into Salesforce Service Cloud. According to the announcement, “Seamless integration between the two efficiency solutions is easily achieved with no required hardware. Data passes to Monet Live, WFM for Salesforce Service Cloud 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.”
Thanks to this new integration, users will have access to new WFM features such as forecasting, scheduling, intra-day management, exception planning, real-time adherence, configuration and administration, and performance analysis.
The forecasting, scheduling, intra-day management and exception planning features are all scheduling-related and allow managers to create a big picture in terms of who is working and how functional the call center is. Breaks and PTO scheduling are no longer an issue, as managers can see who is working when, and if they’re adhering to their assigned schedules. Performance analysis is also beneficial in that it allows managers to keep tabs on agent activities.
You can find all the details regarding Monet WFM for Service Cloud HERE.
