DEPLOY AN AUTOMATED CASE ASSIGNMENT SYSTEM TO INCREASE CASE THROUGHPUT, PRODUCTIVITY AND PERFORMANCE

Businesses that are still creating and assigning cases manually are wasting valuable time, money and resources.  Their customer service teams aren’t performing as well as they should be.  Cases are taking too long to be assigned and often those cases are ending up in the wrong hands too – which increases time-to-resolution and decreases customer satisfaction.

By implementing an automated case assignment app like Q-assign, cases can be routed almost instantly to service agents. Not only that, but they can also be matched to the agent which has the greatest chance of resolving each specific case, based on their skill-set, experience and other attributes.

Routing each case to the right agent at the right time increases throughput, enables response times to be significantly shortened and decreases time-to-resolution. This means that overall team productivity and performance can be dramatically increased. At the same time, redundant resources which were managing the case assignment process manually, can be re-deployed to higher -value activities, further boosting team productivity and profitability.