HR GENIUS BLOG
SHARING NEWS, IDEAS, THOUGHTS AND ADVICE AROUND THE WORLD OF HR!
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!