Knowledge 23 Demo:
See how Workforce Optimization modernizes enterprise global fulfillment
Abstract: Join us as we highlight a large company’s journey in transforming 4,000 of their fulfillment centers globally with Workforce Optimization for ITSM. During this demo, we will highlight how this company was able to centralize their application sprawl to eliminate redundancies, inefficiencies, and duplication of effort.
00:00 - Knowledge23 (ServiceNow Intro)
00:58 - Agenda
01:25 - Company Challenges
02:26 - Solution Demo
03:06 - WFO - Landing Page
03:59 - WFO - Channels and Queues
05:52 - WFO - Amazon Telephony Queue
06:43 - WFO - Sentiment Analysis
09:05 - WFO - Coaching Module
11:42 - WFO - Skills Matrix
12:59 - WFO - Scheduling
14:10 - WFO - Staff Overviews
14:51 - WFO - Teams Module
16:06 - WFO - Process Optimization
17:03 - WFO - Team Performance and KPIs
17:41 - WFO - Service Operations Workspace (SOW)
18:33 - WFO - Additional Manager Functionality
20:09 - Wrap up: company success and updates
21:30 - Success metrics
22:22 - WFO Company Roadmap
23:16 - Questions?
23:27 - The future of WFO
25:04 - Closing
