Prepare for surges in demand by predicting contact center case volumes across all channels, regions, and expertise. Balance staffing needs across any channel to assign the right agents based on expertise and location.
Optimize agent schedules.
Schedule the right agents at the right time while giving employees the flexibility needed to stay happy and productive. All while making sure schedules follow business rules and company objectives.
Equip agents with on-demand training.
Deliver real-time contact center coaching and training from anywhere. Cross-skill and upskill agents by routing myTrailhead learning modules directly to an agent’s workspace.
Deliver a modern, unified experience.
Build your service for speed and scale. Gain a complete view of your customer on one platform. Unify your CRM, digital channels, Service Cloud Voice, and now Workforce Engagement, all on Service Cloud.
Learn how to meet customer expectations and set your service team up for success with these workforce engagement tips.
Workforce engagement enables the conditions necessary for workers to do their best, most efficient work. By intelligently forecasting workforce demand and capacity planning and equipping agents with in moment on-demand training, organizations can advance and streamline their service goals while improving the experience of customers.