How And Why To Automate Work Assignments
In 2022, many are looking for ways to streamline efficiency and for ways to allow their employees to get more done in less time.
Does this sound like you?
Does your management team handle manual work assignments?
How much faster could you and your team operate if those assignments were automated?
The On-Call Dilemma
The struggle that many companies face when it comes to work assignments is the need for someone to constantly be on call to assign the actual work to their agents.
If there is not a member available from the group that assigns work, then work does not get assigned, no work is performed, and the list of work that needs to get done continues to grow.
When in this situation, many managers resort to allowing agents to select their own work for themselves.
While this at least allows the agents to start working on something, overall efficiency will still be down.
Studies have shown that agents will burn over 20% of their labor time when put in situations where they are choosing the work rather than it being assigned to them.
A simple solution to prevent management from being overworked when assigning tasks, and to avoid agents choosing their own work assignments from a list is a queuing system.
Queuing Systems as a Solution
A queuing system will work to automatically assign work items to your employees.
Through making it rules-based, it can be configured to assign the proper work items to the proper roles or actively working agents.
Implementing a rules-based queuing structure can take some adaptation and work.
However, once implemented and running, you will never look back.
Without having to worry about constantly assigning work items out, your managers will be able to focus more of their time on other time-sensitive tasks.
After setting the proper rules, your agents will have the work items related to their responsibilities and position sent to them, regardless of what managers are or are not working when they are.
Not only does queuing apply to various work items, but this use case also applies to omnichannel communications that come from sources such as SMS, email, chat, and platforms like WhatsApp or other social media.
When you have communications and work assignments flowing in a constant pattern it is most often better to put them into a rules-based queuing structure.
The Ivinex Solution
When it comes to rules-based task assignments and automation, the Unified User Experience from Ivinex is a powerful tool for the job.
In the broad scheme of omnichannel communications, few platforms offer the same flexibility as Ivinex.
Not only can you automate your interaction and work assignments, but you can pick and choose different omnichannel providers.
Thus, your text messaging and email providers can be different from your telephone and POS systems.
There are thousands of examples for this case, but the key ingredient is which rules or data logic the business owner chooses to assign work to agents.
Also, the same system is used for omnichannel communication assignments and queuing.
For example, a text message is received and assigned to the agent who last worked with a customer because the rules dictate it to function that way.
This can be overwhelming when you think about setting it up on your own.
However, you do not need to worry.
We have a team standing by, ready to help you create a rules-based queuing system that will work perfectly for your company.
Learn more about Queuing with Omnichannel Communications and Interactions: