The importance of workforce management software integration with Kustomer


In today's fast-paced business environment, effective workforce management is crucial for contact centers to deliver exceptional customer experiences. One of the key factors that contribute to successful workforce management is seamless integration with customer service platforms like Kustomer. Here are the benefits of Assembled’s workforce management software  integration with Kustomer and how it can drive operational efficiency, improve agent productivity, and enhance overall customer satisfaction.

Understanding the need for integration

To comprehend the significance of workforce management software integration with Kustomer, it's essential to grasp the challenges that contact centers face. Contact centers handle a wide array of customer interactions across multiple channels, including phone calls, emails, chats, and social media messages. Managing the workforce efficiently to meet customer demand while optimizing costs requires access to real-time data, accurate forecasting, and streamlined scheduling.

Accurate data for informed decision-making

One of the primary benefits of Assembled’s workforce management software integration with Kustomer is the aggregation of key data points for making meaningful decisions. By integrating automatic call distribution (ACD) software with workforce management (WFM) software, contact centers gain access to a wealth of historical data. This data can be analyzed to quickly make staffing adjustments, forecast future volume, and optimize scheduling.

Channel management made easy

Assembled’s integration with Kustomer enables contact centers to manage various channels effectively. While ACD integration is crucial for phone interactions, newer channels like email and chat also play a significant role. With integrated workforce management software, contact centers can use historical data to accurately forecast future volume for specific channels. For example, if the close rate for emails was higher than usual, it indicates that fewer agents will be required in the coming weeks, leading to improved resource allocation.

Streamlined agent information

Integrating workforce management software with relevant technologies creates a single source for critical agent information. Instead of navigating through multiple systems, workforce management analysts can access all relevant data in one place. Our integration ensures that information about agent hours worked, time-off balances, and scheduling changes is accurate, up to date, and easily accessible. By streamlining agent information, contact centers can improve efficiency and accuracy in managing their workforce.

Enhanced customer satisfaction

One of the ultimate goals of integrating Assembled’s workforce management software with Kustomer is to improve customer satisfaction. Accurate forecasting, optimized scheduling, and efficient resource allocation ensure that the right agents with the right skills are available at the right time to handle customer inquiries. This leads to reduced wait times, improved first-call resolution rates, and overall better customer experiences.

Increased agent productivity

Our integration with Kustomer not only benefits customers but also empowers agents to perform at their best. With accurate forecasting and optimized scheduling, agents have clear visibility into their workloads and can plan their tasks accordingly. This reduces agent burnout, enhances job satisfaction, and ultimately leads to increased productivity and performance.

Cost optimization

Effective workforce management integration with Kustomer enables contact centers to optimize costs while maintaining high-quality service. Accurate forecasting and scheduling prevent overstaffing or understaffing, ensuring that resources are utilized efficiently. By aligning staffing levels with customer demand, contact centers can reduce labor costs without compromising service levels.

Seamless implementation

One of the key advantages of our integration abilities with Kustomer is the ease of implementation. Unlike complex technical integrations that require significant time and resources, this integration can be achieved seamlessly without disrupting ongoing operations. Contact centers can quickly reap the benefits of improved workforce management without undergoing a lengthy implementation process.

Assembled’s integration with Kustomer is a strategic move for contact centers aiming to optimize their operations and deliver exceptional customer experiences. The benefits of accurate data, streamlined channel management, enhanced agent productivity, and cost optimization make this integration a valuable asset for contact centers. By harnessing the power of workforce management software integrated with Kustomer, contact centers can stay ahead of the competition and achieve sustainable growth in today's customer-centric landscape.

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john wang photo

john wang photo

john wang photo