{"id":28849,"date":"2023-04-05T15:41:52","date_gmt":"2023-04-05T14:41:52","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=28849"},"modified":"2024-12-04T17:47:14","modified_gmt":"2024-12-04T17:47:14","slug":"workload-management-challenges-solutions","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/workload-management-challenges-solutions\/","title":{"rendered":"Is your support team encountering these 5 challenges? It could be a workload management problem"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Support teams are more stretched than ever. As expectations grow and resources shrink, it\u2019s easy for support teams\u2019 workloads to feel unwieldy, and sometimes unmanageable.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For support managers balancing day-to-day support tasks, long-term strategic planning, and team development, it can be a struggle to give workload management the time and attention it deserves. However, devoting time to managing the nature and distribution of your team\u2019s workload can help you to maximize strengths, minimize inefficiencies, and improve team morale. We\u2019ve introduced a series of new workload management features to help you get there \u2013 but first, let\u2019s dive further into the benefits of effective workload management for your team.\u00a0<\/span><\/p>\n<blockquote class=\"pullquote-style-four\">\n<h2 id=\"what-is-workload-management\">What is workload management?<\/h2>\n<p><span style=\"font-weight: 400;\">What do we mean by workload management? The term covers the planning, strategizing, automation, and organization that goes into running a healthy, efficient support team. It\u2019s largely invisible, behind-the-scenes work that tends to take up so much of support managers\u2019 time \u2013 and yet it\u2019s absolutely essential to offering an excellent customer experience.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p><\/blockquote>\n<h2 id=\"why-is-workload-management-important\"><span style=\"font-weight: 400;\">Why is workload management important?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">When you\u2019re working on a small support team, workload management can take a casual form. Need someone to take on some of your conversations while you tackle a more complex query? Just message your teammates to find out who has capacity.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">However, as your team and company scale, so does the need for a more structured approach to workload management. Here\u2019s why:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Growing customer expectations:<\/b><span style=\"font-weight: 400;\"> Over the course of 2022, <a href=\"https:\/\/www.intercom.com\/blog\/resources\/guides\/customer-service-trends-2023\">83% of customer support teams<\/a> saw an increase in customer expectations of support. Customers want fast, personal, high-quality customer service, and customer service teams need to ensure they can rise to the challenge. That means maximizing efficiency across team processes.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Team morale:<\/b><span style=\"font-weight: 400;\"> Burnout is a growing risk among support reps. In fact, <a href=\"https:\/\/www.intercom.com\/blog\/customer-service-trends-report-2023\/\">more than half<\/a> of support leaders say members of their teams have felt burned out in the past few months. Workload management is just part of the puzzle, but can go a long way towards ensuring your team members are taking on no more than they can handle by giving you more visibility into their workloads.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Team planning:<\/b><span style=\"font-weight: 400;\"> Knowing exactly how much each of your team members can take on \u2013 and your team\u2019s overall productivity level \u2013 is essential to team planning. Do you need to increase headcount? Can you find ways to work smarter with automation? Will you be ready for increased inbound volume after an announcement or feature launch? These are questions you need to answer to give your customers the experience they expect.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Team training:<\/b><span style=\"font-weight: 400;\"> It\u2019s important to ease in new team members and avoid overloading them from the jump. Without a robust workload management system, it can be almost impossible to control the volume and complexity of new hires\u2019 customer conversations \u2013 resulting in an overwhelming experience for them and an underwhelming one for your customers.<\/span><\/li>\n<\/ul>\n<h2 id=\"principles-for-workload-management\"><span style=\"font-weight: 400;\">Principles for workload management<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Effective workload management needs to suit the workflows of your team, and be sturdy and reliable without introducing process for process\u2019s sake. We believe that any workload management system should be:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Highly flexible:<\/b><span style=\"font-weight: 400;\"> No two support teams are the same. Teammates should be able to control and tweak the various system settings to fit with their team&#8217;s goals and workflows.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Easy to set up and modify:<\/b><span style=\"font-weight: 400;\"> Teammates need to review and revise their setup and resources allocation as they scale their team and react to unanticipated developments. Barriers to setup and modification become barriers to efficiency.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Predictable:<\/b><span style=\"font-weight: 400;\"> Shift managers need to be able to easily understand the way their queues and conversations are being sorted by their workload management system. It helps to build trust in the setup and reduces the urge to manually prioritize and move conversations between teammates.<\/span><\/li>\n<\/ul>\n<h2 id=\"workload-management-problems-facing-customer-service-teams-and-how-were-solving-them\"><span style=\"font-weight: 400;\">Workload management problems facing customer service teams \u2013 and how we\u2019re solving them<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Based on these principles, we\u2019ve introduced a series of workload management features to our customer service platform to make life a whole lot easier for managers and their teams. Regardless of industry, customer support teams are facing many of the same problems. Not all can be solved by workload management, but many can be mitigated.<\/span><\/p>\n<h3>Problem: The system is painful to set up and maintain at scale<\/h3>\n<p><span style=\"font-weight: 400;\">For teams that do take the steps to implement a workload management process, the upkeep can be a lot to maintain. If the maintenance of your system requires more time than the problem it&#8217;s built to solve, it\u2019s not worth it.\u00a0<\/span><\/p>\n<p><strong>Solution: Dedicated page for managing teammate workload<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">We\u2019ve introduced a new \u201cTeammates\u201d tab to your Intercom workspace \u2013 a dedicated page where you can search, filter, and modify teammate configurations (such as team inboxes they are assigned to) in bulk and at an individual level.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-28664 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Workload-management.png\" alt=\"Workload management\" width=\"2880\" height=\"1920\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Workload-management.png 2880w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Workload-management-300x200.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Workload-management-700x467.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Workload-management-768x512.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Workload-management-1536x1024.png 1536w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Workload-management-2048x1365.png 2048w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Workload-management-600x400.png 600w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/02\/Workload-management-1400x933.png 1400w\" sizes=\"auto, (max-width: 2880px) 100vw, 2880px\" \/><\/p>\n<h3>Problem: Critical conversations are not assigned first<\/h3>\n<p><span style=\"font-weight: 400;\">Not all customer queries are created equal. If your team has no way to effectively prioritize conversations, you risk leaving urgent queries, or VIP customers, at the bottom of the queue.\u00a0<\/span><\/p>\n<p><strong>Solution: Customer conversation prioritization\u00a0<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Define exactly how your Intercom workspace prioritizes and assigns conversations using a combination of the attributes that make the most sense for your business, such as conversation priority, SLA, \u201cwaiting since,\u201d \u201cstarted at,\u201d and team inbox priority.<\/span><\/p>\n<p>&nbsp;<\/p>\n<table style=\"border: 0px;\">\n<tbody>\n<tr style=\"border: 0px;\">\n<td style=\"border: 0px;\" width=\"220px\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-28850\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/maartjedaems-plugandpay.png\" alt=\"maartjedaems-plugandpay\" width=\"150\" height=\"150\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/maartjedaems-plugandpay.png 150w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/maartjedaems-plugandpay-48x48.png 48w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/maartjedaems-plugandpay-96x96.png 96w\" sizes=\"auto, (max-width: 150px) 100vw, 150px\" \/><\/td>\n<td style=\"text-align: center; vertical-align: middle; border: 0px;\">\n<p style=\"text-align: left;\">\u201cI would change the team inboxes&#8217; priorities a few times every day, and I would check every few hours to see which inbox needed the most attention. I would change team members to different teams, etc. I haven&#8217;t touched it since this update, since it works just how I want it. This is so much better and also creates more peace and time for me.\u201d \u2013 <em>Maartje Daems, Customer Support Manager, <a href=\"https:\/\/plugandpay.nl\/\">Plug&amp;Pay<\/a><\/em><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h3>Problem: Teammates forget to change their assignment limit when they are not available<\/h3>\n<p><span style=\"font-weight: 400;\">It\u2019s an incredibly easy thing to overlook, but has the potential to disrupt the team\u2019s workflow for an entire day. That\u2019s a lot of pressure on support reps who are just trying to take a lunch break.\u00a0<\/span><\/p>\n<p><strong>Solution: Automatic away mode<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Automatically set teammates to \u201cAway\u201d or \u201cAway &amp; Reassign\u201d after they&#8217;ve been inactive for a set time. Ensure customers aren\u2019t left waiting when a teammate goes inactive by automatically rerouting conversations to teammates who are ready to reply \u2013 even if the previous teammate forgets to update their status to \u201cAway.\u2019\u2019\u00a0<\/span><\/p>\n<h3>Problem: Teammates can\u2019t have unique capacity limits<\/h3>\n<p><span style=\"font-weight: 400;\">Every teammate has different strengths, experience, and areas for growth. Having equal capacity limits across the board doesn\u2019t make sense for a high-functioning support team, and can end up causing stress to teammates and negatively impacting customer experience.<\/span><\/p>\n<p><strong>Solution: Teammate assignment limit<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Override the workspace assignment limit and set different limits for each teammate, and increase efficiency by ensuring each teammate\u2019s workload matches their skills and seniority.<\/span><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-28853 aligncenter\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/teammate-assignmnet-limit.png\" alt=\"teammate assignment limit\" width=\"1200\" height=\"592\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/teammate-assignmnet-limit.png 1200w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/teammate-assignmnet-limit-300x148.png 300w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/teammate-assignmnet-limit-700x345.png 700w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/teammate-assignmnet-limit-768x379.png 768w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/teammate-assignmnet-limit-600x296.png 600w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/><\/p>\n<h3>Problem: Teammates are underutilized<\/h3>\n<p><span style=\"font-weight: 400;\">As your support org scales, your support reps may have to specialize their knowledge to suit specific team and customer needs. This ensures the right person is answering the right questions and maximizes the quality of responses \u2013 but it can result in teammates being underutilized. An example would be a multilingual team, where one person is managing the Spanish inbox. Once there are no open Spanish conversations left, how can the support rep continue to help customers?\u00a0<\/span><\/p>\n<p><strong>Solution: Secondary team inboxes<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">For each teammate, define both their primary and secondary team inboxes based on their expertise. When all primary team inboxes are empty, the teammate starts receiving conversations from the secondary team inbox.<\/span><\/p>\n<table style=\"border: 0px;\">\n<tbody>\n<tr style=\"border: 0px;\">\n<td style=\"border: 0px;\" width=\"220px\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-28851\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Francisco-Canales-MAJORITY-1.png\" alt=\"Francisco Canales MAJORITY (1)\" width=\"150\" height=\"150\" srcset=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Francisco-Canales-MAJORITY-1.png 150w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Francisco-Canales-MAJORITY-1-48x48.png 48w, https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2023\/04\/Francisco-Canales-MAJORITY-1-96x96.png 96w\" sizes=\"auto, (max-width: 150px) 100vw, 150px\" \/><\/td>\n<td style=\"text-align: center; vertical-align: middle; border: 0px;\">\n<p style=\"text-align: left;\">\u201cSecondary team inboxes are working wonderfully. This feature allows my first-line teams to have different focuses, like Team 1 having a Colombia focus and Team 2 having a Cuba focus. I plan to expand this to my second-line team as well, so one second-line agent can be primarily X-focused while another is primarily Y-focused.\u201d \u2013 <em>Francisco Canales, Head of Volume-Driven Operations, <a href=\"https:\/\/www.majority.com\/en\/\">MAJORITY<\/a><\/em><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p><span style=\"font-weight: 400;\">If your team is encountering any of these problems, our new <a href=\"https:\/\/www.intercom.com\/blog\/help\/en\/articles\/6560699-monitoring-your-team-s-workload-and-capacity\">workload management features<\/a> could help you uplevel team performance, and ultimately improve customer satisfaction. Find out some of the other ways you can <a href=\"https:\/\/www.intercom.com\/blog\/resources\/guides\/supercharge-your-support\">supercharge your support<\/a>.\u00a0<\/span><\/p>\n\n","protected":false},"excerpt":{"rendered":"<p>As expectations grow and resources shrink, it\u2019s easy for support teams\u2019 workloads to become unwieldy, and often unmanageable. These workload management features can help.<\/p>\n","protected":false},"author":507,"featured_media":28852,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[3],"tags":[24835,24863,18177,25180],"coauthors":[24977],"class_list":["post-28849","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","tag-burnout","tag-team-performance","tag-tools","tag-workload-management"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Is your support team struggling with its workload management?<\/title>\n<meta name=\"description\" content=\"As expectations grow and resources shrink, it\u2019s easy for support teams\u2019 workloads to become unwieldy, and often unmanageable.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.intercom.com\/blog\/workload-management-challenges-solutions\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Is your support team encountering these 5 challenges? 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