MANAGE AGENT WORKLOAD
Overloaded agents make bad decisions. They rush to a diagnosis without listening carefully and fully understanding the problem. They don’t carefully walk customers through their solution step by step making sure the customer comprehends the steps to resolution and feels both understood and like they are in safe hands. They rush to type up their notes, so colleagues struggle to know the right actions to take.
Most critically overloaded agents tend to be unhappy agents. This comes through in the care they take over their work and in the manner they have with customers. Sometimes they seem stressed, other times simply exhausted – either way those aren’t agents who are delighting your customers.
See Open Cases by agent and team.
Stop cases which are old, overdue or about to breach SLAs.
Easily reassign cases to different teams or users.
Monitor trends by day, week, year or financial periods.
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