Are you using a Workforce Management System for Support organizations?
We are currently looking at finding a more efficient way to route our incoming cases to our support members and would like to take several factors in consideration:
- Workload distribution
- Work hours
We are starting to look into our requirements and we are wondering who is using a workforce management system and/or which approach you have taken to achieve this, whether it is building an in-house solution or taking something off the shelf.