HR GENIUS BLOG
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The multichannel approach despite its many upsides and customer centric features has left the contact centre industry in a mess, and managers and supervisors are in dire need of a solution that will help them streamline the management process – its name is workload management.
It provides the right facilities, at the right time while managing the workload but is not a work-flow driver, just a smart overlay that unifies and solidifies all the channels that are used by customer service to create the customer journey.
Having your work-flow systems like BPM and CRM unified with all communications channels (social media, email, fax, web forms and forums and many more) is a great asset it today customer service industry.
Aligning all the crucial parts of your business has never been easier!