Optimizing intraday workforce management to improve service levels and agent productivity

Optimizing intraday workforce management to improve service levels and agent productivity

Outcome

Delivered intraday management capabilities that gave workforce managers real-time visibility into staffing needs and the tools to make quick adjustments. This helped enterprises reduce service gaps, improve agent utilization, and maintain stronger service levels in unpredictable conditions.

Skills
zero-to-oneproduct strategydesign systemsdesign visioninformation architectureinteraction design
Collaborators
Inbound product managerProduct leadershipSolution consultantEngineering
Company
Salesforce

Optimizing intraday workforce management to improve service levels and agent productivity

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This case study is best viewed in Google Slides

Before ServiceNow, I led design for Workforce Engagement at Salesforce, where I focused on intraday management, helping companies adjust staffing in real time. This case study lives in a Google Slides deck.

While it’s an older project and I don’t have all the source files, it connects directly to the kind of complex, system-level design I now lead at ServiceNow.