Workflow Designers
Datapoint provides workflow designers for each of the interaction hubs we sell. Workflow designers provide the ability to introduce activities other than customer interactions into the unified queue and route them according to customised business rules.
Workflows are any external event, task or work item that an organisation wants to dynamically route to agents within the call centre. This includes items such as help desk tickets, orders, claims, authorisations or customer applications.
When all tasks sit within the single queue structure that interaction hubs provide, it becomes relatively simple to route work intelligently based on real-time visibility of the existing work load. This ensures that agents are not overloaded or underutilised and that no single type of task of interaction is ignored in favour of another type.
Sophisticated Routing Options
Tasks can be directly assigned to individuals and work can be fairly allocated across a team, among teams, and even among multiple work sites. This allows central management of the workload and avoids the problem of individual ‘cherry picking’ leaving certain tasks incomplete.
As is the case with customer interactions, workflow items can be allocated on skill based routing criteria. This is done in “real-time” which means the system looks at all available resources and automatically assigns tasks and interactions to those who are best able to successfully complete the work that is needed. For those that run multi site operations with different cost bases, work can even be allocated based on the relative cost of completing a task or interaction.
In times of peak activity, another valuable feature of workflow designers lies in their ability to automate decision making around how service levels are managed when demand exceeds resource capacity and trade offs become necessary between task and customer interaction processing. This frees managers from constantly managing the reprioritisation process.
Finally many organisations have multiple teams and/or multiple locations where staff perform the same or substantially similar activities. Often, these teams are managed entirely separately and so the organisation is unable to gain insight into its entire operation. Workflow design provides the choice to manage and/or report customer service processes as a single operation, regardless of team or geographic location.
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