Workforce Management Featured Article
Why the Helpdesk Needs Workforce Management
Planning for the typical call center is not nearly as complex as planning for the busy help desk. Yes, both have agents with varying schedules and call volumes that can jump around more than expected. The difference is more in the type of calls expected and how to handle the unexpected. It places significant pressure on the workforce management platform to ensure optimal outcomes.
The typical contact center may deal with calls associated with basic ordering, questions, returning items or other basic information. For a number of customer service divisions, the chaos can be streamlined when basic transactions can be handled through self-service channels using interactive voice response (IVR) or other tools. The typical helpdesk, however, generally faces bigger challenges.
The calls placed to the helpdesk tend to focus on a number of complex activities that may need to be handled by different people with different skills sets. With an effective workforce management solution, the helpdesk can run smoothly and efficiently, enabling cases to be closed as quickly as possible while still producing positive outcomes.
Case resolution is also optimized when forecasting, scheduling and assigning activities allows for the more effective optimization of case resolution. A recent Monet Software piece focused on this topic, stressing that managers can easily match available resources to specific requirements on a case-by-case basis as needed. With the right tools, managers can match available resources to the specific requirements of each case.
Likewise, if workforce optimization is integrated into the workforce management solution, activity and case assignment is improved and managers are assured that their resources are being allocated in the best possible way. Plus, the data is available in real-time, allowing managers to have access to insight needed to optimize the handling of activity assignments. Adjustments are also made as needed to ensure the helpdesk runs as efficiently as possible.
The helpdesk is designed to take on the tougher challenges in the customer service arena. When robust workforce management solution is in place, customer demands are met with informed agents able to address the task at hand and not frustrated individuals scrambling to keep up with heavy volumes.
At the end of the day, all the customer cares about is quick resolution to the issue that spurred the call in the first place. If a workforce management solution can deliver on this expectation, the helpdesk is already in a better place.
Edited by Stefania Viscusi