As emails and other written communication came into the queue, they had to be manually assigned to agents who had the capacity and the right skills to answer those queries. Not only was this process inefficient, but the repetitive nature of the work for the 7 employees involved in the assignment of cases drove low employee satisfaction.
We implemented a new solution with our technology partner, NICE, and fully automated the case assignment process.
As a result of the automation of inbound email queue management, the seven agents who managed case assignments were transferred to much more important roles. This project reduced headcount by 10%.