For quality customer service across your touch points whether through mail, social media, call/contact center or walk-ins. You must, i repeat, must empower your call center agents and relationships managers to succeed.
As a business analyst in several requirements gathering sessions and CRM road map planning, we have seen and documented a lot of shocking pain points that come up, when brainstorming with the end users themselves; the agents and their supervisors.
One agent in a Bank (i can’t mention the name) had to always open 5-7 different windows to handle a complaint. Only those in this line of business can understand the pressure these agents feel when an irate customer who is threatening fire and brimstone is at the end of the line. The funny fact is that sometimes if not most times, she wont be able to resolve the case on the call due to the banks policy. She would have to keep apologize with a promise of a 5 working days SLA and an email to the department concerned. If the customer were to call again, he/she may have to speak to another agent and repeat her story.
One other agent had to always stand up from her seat, go to a central system to get an information due to the bank’s policy. The snags experienced in Email management and escalations is on another level that we do not have time ad space to cover! These pain points can cascade to heaven without automation. Bottom-line is that the business keeps suffering as quality will drop, customers will be unhappy and agents demotivated.
So, how can we help these agents to be at their best to render quality service? The answers is “Agent enablement”
By Empowering your agents with tools(technology), guidance(business rules with SLA) and data they need to resolve issues on one call , they are enabled to offer quality services to your customers. So arm them with information of your customers and also their interaction history to ensure first call resolution. So that in cases of serious unresolved complaints, customer wouldn’t have to repeat their stories all over to different agents at different times of contact. Armed with the right tools, Agents can speed up resolutions and deliver a more personalized, effective level of support using service software that accesses all customer information in one place—even pulling data from systems outside customer service unit.
That service software is Microsoft Dynamics 365 for Service!
With business tools from Microsoft Dynamics 365 for services, we can bring all the information agents need to manage a customer to a unified screen through integration and business processes and rules that will
- Support agents with a visual interface that delivers role-tailored experiences
- Help Agents manage cases faster and provide differentiated levels of support
- help reduce AHT with speed resolution using machine learning and advanced analytics capabilities
Do you want to find out how ?
Contact Scimitar Global Service Limited now by dropping your contact details here. We will follow up with you to agree on a discovery session with your stakeholders and business unit heads to look at your road-map and a roll out plan base on your areas of priority and quick wins .