Coveo outlines five best practices for adopting intelligent swarming to enhance customer service. First, identify the support workflow to determine how cases will be managed under swarming. Second, audit routing tools and processes to ensure the right experts are pulled in for quick resolution. Third, review collaboration tools since swarming depends on self-organized agent teams who opt in to solve issues. Fourth, start small with a pilot significant enough to prove its value. Finally, pinpoint metrics and be prepared to redefine success differently than with traditional tiered support. With the right approach, intelligent swarming improves customer and agent satisfaction.

Join for free to read