Consider an organization that has the enviable problem of experiencing significant team growth over a short period of time. This happened to one of our clients!
Our client delivers a perishable product that streams content for live events. The content is available through an on-line subscription. As a forward-thinking organization, they adopted Salesforce – a world-class CRM system to help them engage their customers.
So, what issues does such an organization start to experience?
Significant growth creates an issue with staffing. They’ve got to have the staff available to sign-up customers, right? They may consider off-shore staffing solutions, in addition to internal hiring. No one can just hire willy-nilly – even with growth. There are budgets and profitability targets, so they need to understand how many people they need and when they need them. Organizations always need to focus on productivity.
Then, there is the issue of scheduling – you’ve got to know when you need all these new folks. You may have a workforce management (WFM) solution – but you need to make sure you can feed the new data to the WFM. How do you monitor employee presence and schedule adherence? In addition to agent productivity, this company has to be efficient with their resource scheduling.
Since this company hires new employees all the time, there are new people mixed with experienced people. There are senior people who’ve seen it and done it all. Like most companies, they want to send the straightforward and basic work to the new employees, and make sure that more experienced people receive the complex cases. This method optimizes sales conversion rates.
It all seems pretty straightforward, but there is no easy, automated way in Salesforce to intelligently push work to employees, so a third-party solution should be considered.
A “push” model is commonly used in the contact center world, and is a way of systematically delivering the right work, to the right person, at the right time. It is based on rules and works by knowing a person’s skill and availability and what work needs attention. Then, it matches that work to the skill and delivers it to the right employee that is available.
This animation video will tell you more about the issues of “Cherry Picking”, and will introduce our ‘push’ model solution.
Noel Roberts serves as Aria Solutions’ Chief Technology Officer and VP of Marketing. He co-founded Aria with Robert Church in 1997. Prior to Aria, Noel founded Synapse, a software development company where he provided senior software development expertise in telecom peripheral equipment and computer telephony systems. At Aria, a big part of his role involves helping enterprise-size contact centers with full assessments, business, IT and CX strategy, roadmap development, and technology and vendor evaluation and selection. In his leisure time, Noel likes traveling and going to the rustic lake cabin with his family, reading about science and tech, and playing with new tech gadgets.
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