{"id":13464,"date":"2022-11-23T11:59:34","date_gmt":"2022-11-23T10:59:34","guid":{"rendered":"https:\/\/sikom.de\/?page_id=13464"},"modified":"2023-01-23T13:36:14","modified_gmt":"2023-01-23T12:36:14","slug":"intelligent-workload-distribution-in-customer-service","status":"publish","type":"page","link":"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/","title":{"rendered":"Intelligent Workload Distribution in Customer Service"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row css=&#8220;.vc_custom_1657532489719{margin-bottom: 0px !important;border-bottom-width: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;}&#8220;][vc_column][vc_column_text css=&#8220;.vc_custom_1669191654938{margin-bottom: 0px !important;border-bottom-width: 0px !important;}&#8220;]<\/p>\n<h3><strong>Leave your customers free to choose their communication channel and increase efficiency in customer service with Sikom AgentOne<sup>\u00ae<\/sup> through cross-channel workload distribution and control.<\/strong><\/h3>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8220;1\/2&#8243;][vc_column_text css=&#8220;.vc_custom_1669191593150{margin-top: 0px !important;border-top-width: 0px !important;}&#8220;]In customer communication, offering all channels is an important step. Efficiency and customer satisfaction only go &#8222;hand in hand&#8220; if process control and reporting are also thought out and solved across channels.<\/p>\n<p>&nbsp;<\/p>\n<p><strong>We offer a focused implementation<br \/>\n<\/strong><\/p>\n<ul>\n<li>Relieving team and group leaders from manual distribution of customer requests<\/li>\n<li>Reducing the resources required for control<\/li>\n<li>Distributing all customer requests optimally across the entire customer service<\/li>\n<li>Preventing workload peaks through intelligent distribution throughout the entire customer service<\/li>\n<li>Controlling the cross-media workload integrally through intelligent and automated distribution<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8220;1\/2&#8243;][vc_single_image image=&#8220;13470&#8243; img_size=&#8220;large&#8220; css=&#8220;.vc_custom_1669191644001{margin-top: 0px !important;margin-bottom: 0px !important;border-top-width: 0px !important;}&#8220;][\/vc_column][\/vc_row][vc_row css=&#8220;.vc_custom_1657532439572{padding-top: 0px !important;}&#8220;][vc_column][vc_column_text css=&#8220;.vc_custom_1669373659595{margin-top: 0px !important;margin-bottom: 0px !important;border-bottom-width: 0px !important;padding-bottom: 0px !important;}&#8220;]<\/p>\n<p style=\"text-align: justify;\"><strong>Managing diversity efficiently<\/strong><\/p>\n<p style=\"text-align: left;\">Customer service centres today offer all channels: Phone, chat, WhatsApp, customer portal, website, email and still letter and fax.<\/p>\n<p style=\"text-align: left;\">This poses two challenges. On the one hand, the channels should be available to all customers at all times. On the other hand, only the most competent service employee will handle a request efficiently. Routing must therefore ensure that the handling of the request meets the customer&#8217;s expectations and that the defined service levels are maintained.<\/p>\n<p style=\"text-align: left;\"><strong>Cross-channel reporting<br \/>\n<\/strong><\/p>\n<p style=\"text-align: left;\">Reporting on cross-channel control according to defined service levels and the degree of fulfilment remains a challenge. The historically grown separation of processing between written and spoken communication with separate control\/routing logic and reporting processes often stand in the way.<\/p>\n<p style=\"text-align: left;\">In addition to handling all channels, Sikom AgentOne<sup>\u00ae<\/sup> also uses the data necessary for controlling from the pre-processing of written customer requests.<\/p>\n<p style=\"text-align: left;\">This enables cross-channel and cross-media workload distribution and control. A set of rules is stored centrally and reporting is done from a single source.<\/p>\n<p><strong>Your advantages<\/strong><\/p>\n<ul>\n<li><strong>Efficient<\/strong> processing by competent staff<\/li>\n<li><strong>Reporting<\/strong> includes service levels, degrees of fulfilment and differentiation by priority and customer segment<\/li>\n<li><strong>Prevention<\/strong> of manual workload management by team leaders<\/li>\n<li><strong>Use <\/strong>of intelligent automated and cross-channel workload management<\/li>\n<li><strong>Central management<\/strong> of rules and use of a comprehensive database for reporting and MIS<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/sikom.de\/en\/what-can-we-do-for-you\/your-points-of-contact\/\">Get in touch with us!<\/a>[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row css=&#8220;.vc_custom_1657532489719{margin-bottom: 0px !important;border-bottom-width: 0px !important;padding-top: 0px !important;padding-bottom: 0px !important;}&#8220;][vc_column][vc_column_text css=&#8220;.vc_custom_1669191654938{margin-bottom: 0px !important;border-bottom-width: 0px !important;}&#8220;] Leave your customers free to choose their communication channel and increase efficiency in customer service with Sikom AgentOne\u00ae through cross-channel workload distribution and control. [\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8220;1\/2&#8243;][vc_column_text css=&#8220;.vc_custom_1669191593150{margin-top: 0px !important;border-top-width: 0px !important;}&#8220;]In customer communication, offering all channels is an important step. [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":13471,"parent":12932,"menu_order":1,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-13464","page","type-page","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Intelligent Workload Distribution in Customer Service - Sikom Software GmbH<\/title>\n<meta name=\"description\" content=\"Intelligent workload distribution in customer service across all channles - Sikom AgentOne\u00ae for cross-channel process control and reporting\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Intelligent Workload Distribution in Customer Service - Sikom Software GmbH\" \/>\n<meta property=\"og:description\" content=\"Intelligent workload distribution in customer service across all channles - Sikom AgentOne\u00ae for cross-channel process control and reporting\" \/>\n<meta property=\"og:url\" content=\"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Sikom Software GmbH\" \/>\n<meta property=\"article:modified_time\" content=\"2023-01-23T12:36:14+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/sikom.de\/wp-content\/uploads\/2022\/11\/Kugelwaage_rot_72dpi.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1344\" \/>\n\t<meta property=\"og:image:height\" content=\"1134\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Gesch\u00e4tzte Lesezeit\" \/>\n\t<meta name=\"twitter:data1\" content=\"3\u00a0Minuten\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/\",\"url\":\"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/\",\"name\":\"Intelligent Workload Distribution in Customer Service - Sikom Software GmbH\",\"isPartOf\":{\"@id\":\"https:\/\/sikom.de\/en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/sikom.de\/wp-content\/uploads\/2022\/11\/Kugelwaage_rot_72dpi.jpg\",\"datePublished\":\"2022-11-23T10:59:34+00:00\",\"dateModified\":\"2023-01-23T12:36:14+00:00\",\"description\":\"Intelligent workload distribution in customer service across all channles - Sikom AgentOne\u00ae for cross-channel process control and reporting\",\"breadcrumb\":{\"@id\":\"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/#breadcrumb\"},\"inLanguage\":\"de\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"de\",\"@id\":\"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/#primaryimage\",\"url\":\"https:\/\/sikom.de\/wp-content\/uploads\/2022\/11\/Kugelwaage_rot_72dpi.jpg\",\"contentUrl\":\"https:\/\/sikom.de\/wp-content\/uploads\/2022\/11\/Kugelwaage_rot_72dpi.jpg\",\"width\":1344,\"height\":1134},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/sikom.de\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Solutions\",\"item\":\"https:\/\/sikom.de\/en\/solutions\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Intelligent Workload Distribution in Customer Service\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/sikom.de\/en\/#website\",\"url\":\"https:\/\/sikom.de\/en\/\",\"name\":\"Sikom Software GmbH\",\"description\":\"Sikom \u2013 seit 25 Jahren einer der f\u00fchrenden Anbieter f\u00fcr Contact Center Systeme. Wir bieten unsere L\u00f6sung on-prem, als Hybrid- oder reine Cloudl\u00f6sung und entwickeln diese permanent weiter.\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/sikom.de\/en\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"de\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Intelligent Workload Distribution in Customer Service - Sikom Software GmbH","description":"Intelligent workload distribution in customer service across all channles - Sikom AgentOne\u00ae for cross-channel process control and reporting","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/","og_locale":"en_US","og_type":"article","og_title":"Intelligent Workload Distribution in Customer Service - Sikom Software GmbH","og_description":"Intelligent workload distribution in customer service across all channles - Sikom AgentOne\u00ae for cross-channel process control and reporting","og_url":"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/","og_site_name":"Sikom Software GmbH","article_modified_time":"2023-01-23T12:36:14+00:00","og_image":[{"width":1344,"height":1134,"url":"https:\/\/sikom.de\/wp-content\/uploads\/2022\/11\/Kugelwaage_rot_72dpi.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Gesch\u00e4tzte Lesezeit":"3\u00a0Minuten"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/","url":"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/","name":"Intelligent Workload Distribution in Customer Service - Sikom Software GmbH","isPartOf":{"@id":"https:\/\/sikom.de\/en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/#primaryimage"},"image":{"@id":"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/#primaryimage"},"thumbnailUrl":"https:\/\/sikom.de\/wp-content\/uploads\/2022\/11\/Kugelwaage_rot_72dpi.jpg","datePublished":"2022-11-23T10:59:34+00:00","dateModified":"2023-01-23T12:36:14+00:00","description":"Intelligent workload distribution in customer service across all channles - Sikom AgentOne\u00ae for cross-channel process control and reporting","breadcrumb":{"@id":"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/#breadcrumb"},"inLanguage":"de","potentialAction":[{"@type":"ReadAction","target":["https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/"]}]},{"@type":"ImageObject","inLanguage":"de","@id":"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/#primaryimage","url":"https:\/\/sikom.de\/wp-content\/uploads\/2022\/11\/Kugelwaage_rot_72dpi.jpg","contentUrl":"https:\/\/sikom.de\/wp-content\/uploads\/2022\/11\/Kugelwaage_rot_72dpi.jpg","width":1344,"height":1134},{"@type":"BreadcrumbList","@id":"https:\/\/sikom.de\/en\/solutions\/intelligent-workload-distribution-in-customer-service\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/sikom.de\/en\/"},{"@type":"ListItem","position":2,"name":"Solutions","item":"https:\/\/sikom.de\/en\/solutions\/"},{"@type":"ListItem","position":3,"name":"Intelligent Workload Distribution in Customer Service"}]},{"@type":"WebSite","@id":"https:\/\/sikom.de\/en\/#website","url":"https:\/\/sikom.de\/en\/","name":"Sikom Software GmbH","description":"Sikom \u2013 seit 25 Jahren einer der f\u00fchrenden Anbieter f\u00fcr Contact Center Systeme. Wir bieten unsere L\u00f6sung on-prem, als Hybrid- oder reine Cloudl\u00f6sung und entwickeln diese permanent weiter.","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/sikom.de\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"de"}]}},"_links":{"self":[{"href":"https:\/\/sikom.de\/en\/wp-json\/wp\/v2\/pages\/13464","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sikom.de\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/sikom.de\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/sikom.de\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/sikom.de\/en\/wp-json\/wp\/v2\/comments?post=13464"}],"version-history":[{"count":11,"href":"https:\/\/sikom.de\/en\/wp-json\/wp\/v2\/pages\/13464\/revisions"}],"predecessor-version":[{"id":13751,"href":"https:\/\/sikom.de\/en\/wp-json\/wp\/v2\/pages\/13464\/revisions\/13751"}],"up":[{"embeddable":true,"href":"https:\/\/sikom.de\/en\/wp-json\/wp\/v2\/pages\/12932"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/sikom.de\/en\/wp-json\/wp\/v2\/media\/13471"}],"wp:attachment":[{"href":"https:\/\/sikom.de\/en\/wp-json\/wp\/v2\/media?parent=13464"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}