Today’s virtual realm comes with its fair share of pros and cons; the magnitude of which is felt by the support team. Supervisors are tasked with overseeing teams that are disjointed and distributed all across the globe. With the added woes of resource crunch, it’s a challenge for admins to manage and distribute agents based on the workload.
Unforeseeable events, seasonal patterns, multiple channels, and staffing issues significantly impact SLAs.
The struggle is real. But it ends here.
Get the best of both worlds
The integration brings together injixo’s smart and comprehensive workforce management solution within Freshdesk and Messaging solutions to enhance both customer and employee experience. The seamless integration enables you to forecast, schedule, monitor
performance in real-time, and track and analyze KPIs.
Here’s how it works:
Always have the right number of employees doing the right thing at the right time. Based on historical data ticket and chat data collected by Freshdesk identify and assess future workload across channels. This helps determine the number of agents you will need to handle the forecast contacts based on skill.
Take data-dependent decisions to continuously update and improve business processes by analyzing performances at the end of every WFM cycle. This is enabled by impactful reports and dashboards that help measure and track KPIs.
Engage agents in the planning process by giving them visibility and control of their working times that are optimized around customer demands. Smart self-service capabilities help agents swap shifts, notify availability, and take time offs.
Take data-dependent decisions to continuously update and improve business processes by analyzing performances at the end of every WFM cycle. This is enabled by impactful reports and dashboards that help measure and track KPIs.
Sorry, our deep-dive didn’t help. Please try a different search term.