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Workload Management Tackles Customer Support Challenges
In this report, Frost & Sullivan notes that the ongoing need to optimize the productivity of customer-facing staff, while also continuing to improve performance and meet customer service level targets, creates a growing challenge for CIOs and Enterprise IT architects.
Workload management is aligned around resources, skills, presence, customer value and business rules. Workload management also requires an understanding of which resources are available, where they are, what skills they possess, existing business priorities, and previously assigned work.
Explore how workload management can help your service organization by addressing key criteria needed in a successful workload management solution:
- Uniqueness of technology
- Impact on new products/applications
- Impact on functionality
- Impact on customer value
- Relevance of innovation to industry
Best Practice Example: A communication service provider increased productivity across provisioning and fulfillment functions by 16% - 32%.