Welcome the newest addition to the Fluent Family! Here’s all you need to get started with FluentBoards and manage your projects with finesse.

What is FluentBoards?

FluentBoards is a task management tool that operates within your WordPress setup. It uses a Kanban board interface, which is a highly visual and effective way to manage tasks. Kanban boards display tasks as cards that move through different stages of completion, from “To Do” to “Done”. This visual representation helps teams see the status of various tasks at a glance and keep track of project progress.

Key features of FluentBoards

FluentBoards is a robust task management tool designed to streamline your workflow and enhance team collaboration within your WordPress environment. Let’s explore the standout features that make FluentBoards an essential addition to your task management toolkit.

Visual task management

FluentBoards uses a Kanban board interface, which offers a highly visual way to manage tasks. Tasks are displayed as cards that move through different stages of completion, from “To Do” to “Done”. 

Drag and Drop

You can easily move tasks between different stages by dragging and dropping them. This intuitive feature makes it simple to update task statuses and keep your board organized.

Customizable stages 

The Kanban board stages can be customized to fit your specific workflow. Whether you have three stages or ten, you can tailor the board to reflect the unique processes of your team.

Traditional task management

For those who prefer a more traditional approach, FluentBoards also offers a listview. This view presents tasks in a linear format, making it easy to see all tasks in a straightforward, no-frills layout.

Task grouping 

In list view, tasks can be grouped by various criteria such as due date, priority, or assignee. This flexibility allows you to organize tasks in a way that makes the most sense for your workflow.

Quick task creation

Creating tasks in FluentBoards is quick and easy. You can add new tasks directly from the board or list view, providing all the necessary details like title, description, due date, and priority.

Detailed task descriptions 

Each task card can include detailed descriptions, checklists, attachments, and comments. This ensures that all relevant information is available in one place, making it easier for team members to understand and complete the task.

Subtasks 

Break down complex tasks into smaller, manageable subtasks. This feature helps in organizing work and ensuring that every aspect of a task is addressed.

Assign Tasks to team members

You can assign tasks to specific team members, ensuring that everyone knows their responsibilities. This clarity helps in distributing workload effectively and preventing overlap.

Comments and Mentions 

Team members can add comments to tasks, facilitating better communication and collaboration. The mention feature allows you to tag team members in comments, ensuring that important updates and questions are directed to the right people.

Notifications 

FluentBoards includes notifications to keep everyone informed about task updates, comments, and changes in status. This ensures that team members stay updated on their tasks without having to constantly check the board.

Custom labels 

Create custom labels to categorize tasks based on various criteria such as priority, project, or department. Labels help in organizing tasks and making it easier to find and filter them later.

Advanced filtering 

Use advanced filtering options to quickly locate tasks. You can filter tasks by labels, due dates, assignees, and more. This feature is particularly useful for large projects with numerous tasks.

Set deadlines

Assign deadlines to tasks to ensure timely completion. The deadline feature helps in maintaining a sense of urgency and accountability within the team.

Priority levels

Mark tasks with different priority levels to indicate their importance. This helps team members focus on high-priority tasks first, ensuring that critical issues are addressed promptly.

Customizable board backgrounds

FluentBoards allows you to customize the background of your boards. So you can make FluentBoards into “your” boards. You can choose from various colors and images, or upload your own, to create a visually appealing and motivating workspace.

Monitor task progress

Track the progress of tasks through different stages using the Kanban or list view. This feature provides a clear overview of what’s being worked on, what’s pending, and what’s completed.

Performance analytics

FluentBoards includes tools for analyzing task performance and team productivity. You can generate reports to see how tasks are progressing, identify bottlenecks, and understand workload distribution. This data-driven approach helps in making informed decisions to improve efficiency.

Seamless Integration with Fluent Support

Like the rest of the Fluent products (Fluent Forms, FluentCRM), FluentBoards integrates automatically with Fluent Support. No need for configuration or setup. Simply having Fluent Support and FluentBoards installed is all it takes to start your support task management. What you can do with it will simply blow your mind.

Convert Tickets to Tasks 

One of the standout features of FluentBoards is its integration with Fluent Support. Support tickets can be converted directly into tasks on FluentBoards, ensuring that customer issues are systematically tracked and resolved.

Linked customer details

If the ticket opener is a FluentCRM user, their details are automatically linked to the task. This integration provides team members with all the necessary context to address support issues effectively.

Managing tasks in FluentBoards

Once a task is created, managing it in FluentBoards is a breeze. Here’s what you can do:

Assign team members: You can assign the task to specific team members, ensuring that the right person is handling the right job.

Set priorities: You can set the priority of the task to highlight its importance.

Add labels: Use labels to categorize tasks, making it easier to sort and filter them later.

Track progress: Use the Kanban or list view to track the progress of tasks. This visual representation helps in quickly identifying which tasks are in progress, which are completed, and which are pending.

Integrating FluentBoards with Fluent Support

The integration of FluentBoards with Fluent Support takes task management to the next level by allowing you to convert support tickets directly into tasks on your FluentBoards. This seamless transition helps in maintaining an organized workflow, where every support query can be tracked and managed systematically.

Creating tasks from support tickets

Converting a support ticket into a task on FluentBoards is a simple and straightforward process. Follow these steps:

• Open a support ticket: Go to the specific support ticket in Fluent Support that you want to convert into a task.
• Access the menu: Click on the three-dot menu located at the top right corner of the ticket.
• Add task to FluentBoards: From the dropdown menu, select “Add Task to FluentBoards”. This action will automatically create a task in FluentBoards. The subject of the ticket becomes the task title, and the ticket’s description becomes the task details.
• Choose the board and stage: You can then choose the Board where the task will be added, the Stage it should be in (like “To Do”, “In Progress”, or “Done”), and the Date for the task.

This process ensures that every support ticket can be turned into a manageable task, adding structure to your workflow.

Benefits of FluentBoards and Fluent Support Integration

Effortless conversion of Tickets to Tasks

One of the primary advantages of this integration is the seamless conversion of support tickets into manageable tasks. Instead of manually copying ticket details into a task management system, you can now automatically create tasks with just a few clicks. This not only saves time but also reduces the risk of errors during data transfer.

Centralized management

With this integration, your support tickets and tasks are managed within the same WordPress environment. This centralization means you don’t have to switch between multiple tools to keep track of support issues and related tasks. Everything is accessible from your WordPress dashboard, making it easier to maintain an organized and streamlined workflow.

Automated updates

Tasks created from support tickets can be automatically updated as the ticket progresses. This automation ensures that the task details are always current, reflecting the latest status and any additional information added to the ticket. It reduces the need for manual updates and ensures that everyone is on the same page.

Unified team communication

The integration fosters better communication among team members. When a support ticket is converted into a task, it becomes visible to all relevant team members. This visibility ensures that everyone involved is aware of the task and can contribute to resolving the issue.

Clear assignment of responsibilities

With the ability to assign tasks to specific team members, the integration helps in clearly defining who is responsible for what. This clarity prevents confusion and ensures that tasks are handled by the right people. Team members can see their assignments and prioritize their workload accordingly.

Shared progress tracking

Using FluentBoards’ Kanban or list view, team members can track the progress of tasks in real-time. This shared visibility into the task status allows for better coordination and collaboration. Team members can see which tasks are in progress, which are pending, and which are completed, making it easier to manage workloads and deadlines.

Integrated customer details

If the ticket opener is a FluentCRM user, their details are linked to the task. This integration provides team members with easy access to customer information, ensuring that they have all the necessary context to address the support issue effectively. It facilitates more personalized and informed interactions with customers.

Wrapping Up

The integration of FluentBoards with Fluent Support is a game-changer for businesses using WordPress. It brings together the best of task management and customer support, ensuring that every support ticket is tracked and resolved efficiently. By converting tickets into tasks, assigning team members, setting priorities, and tracking progress, this integration helps teams collaborate better and stay organized.

So, if you’re looking to enhance your workflow, improve collaboration, and dynamically manage tasks within your WordPress environment, the FluentBoards and Fluent Support integration is your go-to solution. Start using it today and see the difference it can make in your support system!

The post WordPress Project Management: FluentBoards appeared first on Fluent Support.

According to Microsoft’s study, 56% of respondents, drop a business after just 1 bad service experience. So it’s not something you can overlook.

But here’s the kicker—achieving exceptional customer service isn’t just about fancy tech and streamlined processes. It all boils down to your frontline support heroes—the ones who make it happen.

Understanding the Agent Efficiency paradigm

Getting agents to work smarter, not harder, isn’t just about fancy tech upgrades. Research keeps telling us the same thing: customers get ticked off when they’re stuck dealing with slow and inefficient support reps, even if you’ve got all the bells and whistles like IVR systems and chatbots.

So, what’s the real issue here? It’s all about how much time agents waste hunting down the right info to help out customers. That’s why you need to switch things up. Let’s focus on making knowledge management a breeze, so your agents can do their thing without all the hassle.

It’s all about how efficiently your agent handles tasks and helps customers out. We’ll also dive into what exactly makes up agent productivity, but first, let’s take a look at something called the Agent Efficiency Pyramid.

The Agent Efficiency Pyramid

To navigate the complexities of improving agent efficiency, imagine a pyramid structure that gradually increases productivity as you reach the top. At its base lie fundamental knowledge management principles and workflow policies, which serve as the bedrock for what comes later. These principles put a lot of focus on consolidating knowledge into a centralized repository and streamlining processes for scale.

Imagine a pyramid that shows us how to make agents work better. Picture it like this: at the bottom, you’ve got the basic stuff—the core ideas that set the stage for everything else. We’re talking about policies like putting all our knowledge in one easy-to-find place, cutting out pointless searches, and making sure everyone is on the same page about the workflow. That’s where it all starts.

Download the full eBook guide on “How to build a customer support team”. This eBook has additional resources for further study.

The form can be filled in the actual website url.

How do you measure productivity in service?

Measuring productivity in service-based industries, such as customer support, involves assessing the efficiency and effectiveness of various operational processes and activities. Here are some key metrics and approaches commonly used to measure productivity in service:

Service level

Service level measures the percentage of calls answered within a specific time frame, typically expressed as a percentage. For example, a service level of 80/20 means that 80% of calls are answered within 20 seconds. This metric indicates the responsiveness of the service operation.

Average handling time (AHT) 

AHT represents the average duration of a customer interaction, including the time spent on the call or interaction and any related after-call work. Lower average handling time values generally indicate higher productivity, as agents can handle more inquiries within a given time period.

First contact resolution (FCR)

FCR measures the percentage of customer inquiries or issues resolved during the initial contact with the service provider, without the need for further follow-up or escalation. Higher FCR rates indicate greater efficiency and effectiveness in resolving customer concerns.

Contact volume

Contact volume refers to the total number of customer interactions received by the service operation within a specific period, such as calls, emails, or chat sessions. Analyzing contact volume trends helps assess workload and resource requirements.

Occupancy rate

Occupancy rate measures the percentage of time that agents spend actively engaged in handling customer interactions or performing related tasks, such as documentation or training. Higher occupancy rates suggest efficient utilization of agent capacity.

Utilization rate

Utilization rate measures the percentage of time that agents spend in productive work activities relative to their total available working time. This metric considers both active engagement with customer inquiries and non-contact-related tasks.

Customer satisfaction (CSAT) score

CSAT score reflects customers’ satisfaction level with the service quality and their overall satisfaction with the support received. It is often assessed through post-interaction surveys or customer feedback surveys. Higher CSAT scores indicate better service outcomes and customer experiences.

Net promoter score (NPS)

Net promoter score measures customers’ likelihood to recommend the service or organization to others based on their recent experience. It provides insights into customer loyalty and advocacy, which are key indicators of service quality and long-term business success.

Quality assurance (QA) metrics 

QA metrics assess the quality and accuracy of agent interactions based on predefined criteria, such as adherence to call center scripts, resolution accuracy, and compliance with service standards. Monitoring QA metrics helps maintain service consistency and identify areas for improvement.

Employee satisfaction and engagement

Employee satisfaction and engagement metrics, aka. agent experience, such as employee surveys, turnover rates, and absenteeism levels, indirectly reflects the productivity and effectiveness of service operations. Satisfied and engaged employees are more likely to deliver high-quality service and contribute to positive customer experiences.

Key Strategies for Enhancing Agent Productivity

Improving agent productivity is crucial for contact centers aiming to enhance customer satisfaction and streamline operations. The strategies outlined by various experts provide valuable insights into optimizing workforce management and fostering a positive work environment. We’re going to classify them into broader groups as shown in the pyramid. So, you can implement them as you need to, focusing on different aspects of productivity.

Culture

Culture, in a business setting, comprises the environment of the workplace. However, it’s got nothing to do with the physical environment. Rather, it focuses on the vibes of the company both including and excluding employee behavior and mindset. Here’s what fosters a culture of

Celebrate successful performance

Recognizing and celebrating agents’ achievements fosters a culture of positivity and motivation within the contact center. Regular acknowledgment of agents’ successes reinforces desired behaviors, boosts morale, and cultivates a supportive environment where individuals feel valued and appreciated.

Show management support

Active participation from managers during surges in call volumes demonstrates care and support for frontline agents. By assisting with workload management and providing additional resources during peak periods, managers alleviate stress, boost morale, and foster a sense of camaraderie within the team.

In addition to these traditional methods, many managers now leverage modern tools, such as AI meeting note-takers and other AI platforms, specifically designed to enhance active participation.

Facilitate career development 

Providing opportunities for skill development and career advancement demonstrates investment in agents’ future growth. By offering training programs, mentorship opportunities, and clear pathways for progression, organizations foster a culture of continuous learning and professional development, increasing employee engagement and loyalty.

Prioritize continuous learning

Implementing e-learning programs enables agents to upskill and improve productivity while minimizing time away from customer interactions. By offering self-paced training modules and resources, organizations foster continuous learning, enhance competencies, and adapt to evolving industry trends, ultimately driving better service outcomes.

Encourage regular breaks

Burnout is a real challenge for customer support agents. Allowing agents to take frequent breaks prevents that and maintains productivity levels. By promoting work-life balance and encouraging self-care practices, organizations support employee well-being, reduce stress, and enhance long-term performance and retention.

Support remote work

Allowing agents to work from home promotes flexibility and trust, which can enhance productivity. By providing remote access to systems and resources, organizations accommodate diverse work arrangements, increase employee satisfaction, and attract top talent regardless of location.

Encourage competition

Publicizing individual performance figures incentivizes competition and boosts productivity among agents. By recognizing top performers and fostering a culture of achievement, organizations motivate individuals to excel, drive performance improvements, and deliver exceptional customer service.

Tools

Although it’s in the middle of the pyramid, Tools have the fastest implementation to returns funnel among these categories. Mostly because tools aren’t dependent on modifying human behavior.

Invest in communication tools

Investing in communication tools like contextual intelligence-enabled headsets facilitates real-time collaboration and reduces call handling time. By equipping agents with advanced communication technologies, organizations improve responsiveness, streamline workflows, and enhance service quality, ultimately leading to greater customer satisfaction.

Integrate systems for real-time information

Integrating agent contact management systems with customer records provides agents with personalized service and increases efficiency. By consolidating customer data into a unified interface, organizations empower agents to access relevant information quickly, personalize interactions, and resolve inquiries more effectively.

Measure effectiveness

Combining productivity metrics with customer satisfaction scores identifies top-performing agents and areas for improvement. By evaluating performance holistically, organizations gain insights into agent effectiveness, customer experience, and operational efficiency, enabling targeted interventions and continuous improvement efforts.

Invest in wireless headsets

Untethering agents from their desks with wireless headsets improves mobility and productivity. By enabling agents to move freely and access information on the go, organizations enhance responsiveness, reduce call transfer rates, and improve overall service quality.

Prioritize agent comfort

Choosing comfortable headsets supports productivity and agent satisfaction. But that’s just one part of the things an agent uses throughout the day. By investing in ergonomic designs and lightweight materials, organizations minimize discomfort, reduce fatigue, and create a conducive work environment conducive to focus and productivity.

Optimize IVR usage

Using IVR intelligently streamlines customer interactions and improves efficiency. By collecting relevant information upfront and routing inquiries to the most appropriate agents, organizations reduce handling times, enhance first-contact resolution rates, and improve overall service delivery.

Offer multichannel interactions

Providing opportunities for agents to engage in various types of interactions keeps them motivated and engaged. By diversifying tasks and offering cross-training opportunities, organizations foster skill development, increase versatility, and adapt to evolving customer preferences.

Manage channels in a Universal Queue

Breaking down silos between communication channels enables agents to handle inquiries more effectively. By consolidating interactions into a unified queue, organizations improve visibility, streamline workflows, and deliver consistent service across channels.

Provide instant access to knowledge

Implementing knowledge management tools enables agents to access relevant information quickly, improving efficiency and service quality. By centralizing knowledge resources and providing intuitive search functionalities, organizations empower agents to resolve inquiries more effectively and enhance customer satisfaction.

Provide regular feedback

Listening to calls frequently and providing agents with both positive feedback and constructive criticism supports their development and performance improvement. By offering personalized coaching and development opportunities, organizations foster continuous learning, service skill development, and career growth.

Unify customer information

Centralizing customer data eliminates time wasted searching through multiple systems suh as intergated CRM, improving efficiency and service quality. By providing agents with instant access to comprehensive customer profiles, organizations personalize interactions, anticipate needs, and deliver proactive support.

Utilize Social Media

Monitoring social media mentions prevents overload and improves productivity in managing online interactions. By setting queue limits and prioritizing interactions, organizations streamline social media management, enhance responsiveness, and protect their brand reputation.

Process and Policy

Process and policy form the basis of a productive team. If you’re policies aren’t optimized for efficiency, tools, and culture will mean very little if any. Your policies are the bedrock for more advanced paths to take toward overall efficiency.

Adapt to demand 

Reassigning agents across different interaction types based on demand optimizes resources and ensures efficient handling of customer inquiries. By dynamically allocating agents to address fluctuating workload patterns, organizations can maintain service levels, prevent backlogs, and keep agents engaged in meaningful tasks.

Empower agents

Providing agents with access to their own performance scores enables self-evaluation and continuous improvement. By encouraging agents to monitor their progress and identify areas for development, organizations empower individuals to take ownership of their professional growth, leading to enhanced performance and job satisfaction.

Implement self-service options

Implementing self-service options for simple queries reduces agent workload and improves efficiency. By enabling customers to resolve routine inquiries independently through intuitive interfaces or automated systems, organizations streamline operations, reduce handling times, and enhance overall customer satisfaction.

Implement flexible shift patterns

Offering agents flexibility in scheduling promotes work-life balance and enhances job satisfaction. By accommodating diverse lifestyles and personal commitments, organizations empower agents to manage their time effectively, resulting in higher productivity, lower absenteeism, and improved employee retention.

Involve agents in scheduling 

Increasing agent involvement in scheduling improves adherence and engagement. By allowing agents to participate in shift planning and decision-making processes, organizations promote autonomy, increase job satisfaction, and create a more collaborative work environment.

Maintain occupancy during low-volume periods

Utilizing workforce management solutions ensures agents remain productive during quieter periods. By scheduling non-phone-related tasks or back-office work during troughs in inbound activities, organizations optimize resource utilization, minimize idle time, and maximize productivity.

Implement structured coaching processes

Reviewing agent performance regularly and providing constructive feedback supports development and performance improvement. By offering targeted coaching sessions, organizations address skill gaps, reinforce best practices, and empower agents to excel in their roles.

Simplify processes with unified interfaces

Integrating systems provides agents with a comprehensive view of the customer, streamlining processes and reducing handling time. By centralizing customer data and eliminating the need to navigate multiple systems, organizations improve efficiency, enhance accuracy, and deliver a seamless customer experience.

Wrapping up

When it comes to making agents super productive, you’ve gotta go all in. That means tackling the main problems head-on and making sure your team has all the info they need. When businesses focus on managing knowledge better, they give their support folks the tools they need to knock it out of the park with customers every time. 

And hey, as tech keeps changing, you’ve gotta stay quick on your feet and ready to try out new ways to make agents more productive.

Until next time, happy serving!

The post 25+ ways Increase Service Agent Productivity appeared first on Fluent Support.