How technology can empower customer service

Overview

There are three stakeholders in the customer relationship: the customer, the business and the employee. Customer service has suffered due to the economic downturn as well as the more channels by which to complain, the lack of integration between departments and applications causes many delays. In addition, there is little room from initiative as employees have to follow scripts over the phone. By empowering employees, satisfaction is increased as well as customer retention and repeat business. Employment empowerment involves training employees so they have all the information available to make informed decisions. CRM and BPM (Business Process Management) technologies are ineffective at volume handling and they force employees to adhere to predefined workflow steps, business rules and targets. BPM and CRM applications struggle when dealing with lower volume, unpredictable and complex requests. The solution: Dynamic Case Management business applications - organisations can deal with both routine and unpredictable processes as well as reducing delays and increasing employee satisfaction.