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While customers of decades past were often steadfast in their brand loyalty, those days are now just a fond memory. Customers today are led by their wallets, by the level of convenience they are offered and by the quality of customer support they are provided. While a few prestige brands may still attract customer loyalty, for most companies, there is a very real need to be the best and the fastest when it comes to customer service.
So you've decided to use cloud-based Help Desk / CRM software to provide your call center agents with a Guided Process Workflow with which to work from. The question written on the brick wall most people hit at this point is "Where do we go from here?" The answer to this question really depends on a number of characteristics about your organization, and how you will provide support to your customers. SpiceCSM is always a great place to start.
Deployment of any new CSM, CRM, or other customer management or call center software can be a stressful experience for everyone involved. New software leads to challenges on every level of an organization - Support representatives or other employees on the "front lines" will have to adapt to new processes on the fly, with only the prior skills/knowledge they have and the training they were given to fall back on. Management and Supervisor groups will have a similar struggle when dealing with reporting of KPIs and other metrics, as well as the stress placed on the entire organization during the 'cutover' to a new system.
May 25, 2011 - Major Mid-West University selects SpiceCSM for its internal helpdesk to unify multiple application interfaces. The idea started as a solution to fix the problems that occurred with using student workers. Limited hours caused stress amongst the workers when they could not easily find the information that they were looking for.
Writing repeated memos to customer service / contact center agents every time a business process changes can be stressful. Did they read the email in time? Did you state everything clearly so the process is followed correctly? Where did that one email go again? These are common problems when you can't change the process your contact center agents follow dynamically, in one spot, for every employee. Think of it this way: If your organization is going to experience a large amount of call volume for one particular reason or another, a way to efficiently distribute information about the incoming calls can be very useful to reduce call and queue times, increase first call resolution, and vastly improve customer satisfaction from not having your agents fumbling.
Every day, more human workers are displaced by robots, computers, and other cost or labor saving devices that make business process more efficient while also reducing opportunity for human error. Despite this automation, many companies end up investing more time and labor to fix an automated process than they may have spent by just continuing to employ our friends and neighbors. I would say that the most beneficial, efficient, and cost effective automated processes can be directly attributed to a mastery of the process at hand by the human workers that are being displaced.
On the topic of outsourcing, ComputerWorld UK (March 2010) states: "Companies expressed frustration with the quality of work being provided, according to a survey, but most businesses still said they chose the cheapest outsourcing option instead of the best quality. Nearly all businesses - ninety-four percent - admitted that the focus on cost was increasing the likelihood of their projects failing." It is our belief that when companies search for an outsourced help desk, they are willing to sacrifice quality of support for low pricing, resulting in serious negative impact on customer satisfaction and retention. With that said, we are also firm believers in the power of an outsourced help desk solution. The key, as with many other functions of a fine-tuned organization, is to do your homework first. Here are three important topics (not directly related to cost) for you to think about when selecting an outsourced customer service or support help desk provider: