8 STEPS TO BUILDING A WORLD-CLASS CUSTOMER SERVICE TEAM ON SALESFORCE - IN 30 DAYS
BALANCE WORKLOADS ACROSS SERVICE AGENTS TO OPTIMIZE PRODUCTIVITY AND AVOID BURNOUT
In any customer service team, load-balancing is critical. It’s no use allocating a new case to your best agent if they are already working on half a dozen high priority cases. By the same token, you don’t want a service agent sat idle just because they are less experienced.
You need to get the balance right to maintain productivity, team harmony and to avoid burnout. Using load-scoring, Q-assign can balance workloads for you. By monitoring each customer service agent’s workload, Q-assign automatically and dynamically re-routes assignments based on skill-set, capability and other attributes, which can dramatically shorten resolution times and enhance customer satisfaction.
Q-assign can even manage and balance workloads across multiple objects. For example, if agents are working on standard cases in the case object, and non-standard support requests in a custom object, Q-assign can calculate total load points for each and every agent, across both objects, and adjust the case assignment flow accordingly.
Q-assign, the world’s most powerful lead & case assignment app, is 100% native to Salesforce and is helping Salesforce organizations around the world to completely re-build and re-motivate their sales and service teams. Q-assign has a 5-star rating on the AppExchange.