Review from a Customer Experience Trainer
Rachel Blankenship | TrustRadius Reviewer
Updated February 21, 2020

Review from a Customer Experience Trainer

Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Shiftboard

Shiftboard is used across the entire Customer Experience department. The business problem that it addresses is that it is yet another tab that an agent has to keep open throughout their workday.

To make a better agent experience, it would be helpful if Shiftboard connected with their Google Calendar. This way our agents could receive reminders of upcoming breaks, lunches, meetings or any other scheduled times within their Shiftboard. It can also be hard to read when looking for specific times. I use this tool frequently to see what agents are scheduled for which channel support at what times and when their breaks are. It's difficult to have to highlight over a timeline to see when the break is, and it would be easier to highlight the timeline and see the entire scheduled.
  • It provides a good visual for those who are visual interpreters. This way there are able to see a timeline of their day and what portions of it are 'green' meaning they will be on live support.
  • It's very clear what channel they are scheduled for the day as it listed on the top of that event.
  • Shiftboard can be difficult to navigate, and when an agent bookmarks the tool it stays on their schedule for that specific date, often causing confusion. For example, mine is stuck on January 27th, 2017.
  • It's difficult to get to your specific schedule.
  • The overview of schedules within one week is also very difficult to read.
We have not used another product like Shiftboard at our company.
I believe our agents are used to using Shiftboard at this point so they are able to navigate it. Our shift management team and real-time analysts are looking for a tool that is more in-depth with workforce management, like scheduling, queues, and more.

Do you think Shiftboard delivers good value for the price?

Not sure

Are you happy with Shiftboard's feature set?

Yes

Did Shiftboard live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Shiftboard go as expected?

I wasn't involved with the implementation phase

Would you buy Shiftboard again?

Yes

It's a great intro into a workforce management tool, but our use of it is basically as a calendar without it being linked to our actual calendars. It's just another tab that we have to keep open throughout our workday. It's great that we're able to see everyone who is working at what time and what channel of support, but I believe that there are visual aids that can be added to it to make everything much easier to read and more user-friendly.