Workforce Management (WFM) & Salesforce Integration
Workforce Management (WFM):
iCloudConnect Workforce Management
Scheduling, Forecasting, and Adherence "On Demand" for iCloudConnect Contact Center (No Spreadsheets Required)
iCloudConnect WFM puts all of the scheduling, forecasting, and adherence tools managers need in one place, so they can focus more on what matters: giving their team the intelligent, data-driven support and coaching they need to reduce costs and deliver an outstanding experience for the customer.
With Workforce Management tools built directly into iCloudConnect Contact Center, managers can quickly and easily forecast demand, allocate resources as needed, and track their team’s adherence to specifically set goals or Service Level Agreements. It includes advanced scheduling tools, with support for multiple locations, shift types, and PTO requests, all easily accessible from a single source. Managers can ditch external spreadsheets, calendars, and disparate tools used to accomplish critical functions handled directly within WFM.
Additionally, managers can receive up-to-the-minute reports on the availability, adherence, and time management of their team, and can compare those reports with historical performance data. This provides a clear picture of employee performance, allowing managers to make informed staffing decisions and increase accountability across the organization. And with WFM’s demand forecasting tools, managers can plan for incoming spikes in call volume, ensuring adequate coverage for better, faster and more productive experiences for the customer.
Who Can Benefit From iCloudConnect WFM
Ultimately, WFM benefits Contact Center managers, agents, and the customers they serve. Managers’ lives are simplified because the tools they need to track scheduling and adherence are built directly into the iCloudConnect Contact Center platform. Agents’ schedules are accurately tracked throughout the day, increasing accountability and productivity. And with adequate staffing in place, customers can receive a more personalized, delightful contact center experience — one that increases First Call Resolution and builds loyalty and trust over time.
Benefits and Business Value Offered By iCloudConnect WFM
Traditionally, managing schedules, forecasting demand, and tracking adherence meant using multiple spreadsheets, calendars, and ad-hoc solutions. By putting these tools directly into iCloudConnect Contact Center, WFM gives managers a single source of truth when it comes to the team’s availability and effectiveness — empowering them to create new efficiencies, set performance goals, and create a better customer experience.
Benefits and Business Value Offered by iCloudConnect WFM
Traditionally, managing schedules, forecasting demand, and tracking adherence meant using multiple spreadsheets, calendars, and ad-hoc solutions. By putting these tools directly into iCloudConnect Contact Center, WFM gives managers a single source of truth when it comes to the team’s availability and effectiveness — empowering them to create new efficiencies, set performance goals, and create a better customer experience.
Three Major Benefits Offered by iCloudConnect WFM Include:
WFM eliminates the need for outside tools and spreadsheets to maintain agent schedules, saving managers valuable time and resources and simplifying the management process.
Tracking agents’ adherence to plan gives managers a clearer picture of the Contact Center’s effectiveness, increasing accountability and reducing staff absenteeism.
WFM’s forecasting tools allow managers to ensure adequate agent coverage to meet incoming demand — meaning shorter call times and greater satisfaction for the customer.
Salesforce Integration:
Every part of the customer service experience is improved by personalization. Our downloadable Salesforce Plugin, available directly from salesforce.com, combines the CRM capabilities of Salesforce and the proven calling functionalities of our UCaaS platform to put comprehensive contact information about incoming calls at employees’ fingertips.
The end result? Users can quickly identify potential customer needs to deliver the kind of personalized, satisfying experiences that often lead to increased rates of first and repeat sales, brand loyalty, positive customer reviews, and the coveted customer referral.
This plugin adds three key time-saving functions to the Salesforce platform: Click-to-Dial: Users can click any phone number in Salesforce to immediately start a call from their desk phone. Screen Pops: When users receive an inbound call from their desk phone through from someone in their Salesforce contact list, the plugin displays the caller’s contact information. If the inbound caller is not a current contact, users can use the caller’s information to create a new contact, account, or lead.
Call Logging: Users Can See All Calls Logged to an Individual Contact via the Activity History Screen in Salesforce.
Making these tools available in Salesforce gives employees the customer information they need before a call begins, positioning them to provide the best possible support and service through all stages of the interaction. The plugin’s time-saving features eliminate unnecessary manual and administrative work that can hijack the day’s productivity, keeping employees focused on the tasks and goals that matter most.
Benefits of the Salesforce Plugin
Having customer information readily accessible creates better experiences for employees, managers, and customers.
- Users can offer customers more personalized service and resolutions
- Automated call-logging replaces time-consuming manual administrative work
- Managers can easily review comprehensive call records and follow up with the click of a button if additional support is needed
- Customers get the answers and help they need more quickly & without answering excessive, redundant questions
Here are just a few of the business outcomes offered by our Salesforce plugin:
- Increased First Call Resolution: Equipped with a customer’s vital information before a call even begins, users ensure customers get the best resolution the first time, cutting down on repeat interactions and increasing brand trust with every interaction.
- Reduced Wait Times for Incoming Calls: By automatically logging call data, our Salesforce plugin reduces administrative workflow and allows employees to focus on what matters: creating rich, outcome-driven interactions with customers.
- Fast and Easy Calling: The plugin’s click-to-dial capabilities mean less jumping between platforms for you employees, maximizing their daily productivity and creating operational efficiency across the company.
