Reveal Your WFM Blindspots: the New Way to Staff for Omnichannel in Service Cloud

As customer and leadership expectations continue to increase, it’s only natural to add more agents to support your case load. But without proper visibility into transfers, escalations, and pauses in ticket work, forecasting can feel more like a guessing game.

In these times of omnichannel complexity, perfect staffing seems to be further out of reach – that is, without a data model built to tackle the tough cases.

Join Sam Dehart from Assembled and Jessica Bright from Autodesk for a conversation about perfecting your omnichannel staffing model in Salesforce Service Cloud. We’ll discuss planning for and measuring all steps of case movement, including the intermediate segments that get overlooked in traditional forecasting models.

You’ll learn:

• Why the old models fall short
• How to plan for all types of case work at varying degrees of complexity
• Where to find gaps and bottlenecks in your workflows
• When it’s time to give your forecast model an upgrade