Customer Service Center
The efficiency and effectiveness of a Customer Service Center
depends on a number of elementary aspects. Up-to-date insight into
customer data, a correct interpretation of customer needs,
gathering the required information first time right. Managing
customer expectations and initiating and executing the correct
processes - ProcessRunner offers it all.
From intake to execution
ProcessRunner supports the complete customer process, from
intake to execution. And this is true for all channels: spoken,
written, and digital communications. To do this, the Service Center
representatives use the Agent Cockpit module. The screens in this
Cockpit provide the precise information that is required to
identify the customer and his or her needs. The required data are
retrieved from back-end systems and presented in a user-friendly
way. Subsequently, tasks for other departments are generated
automatically.
Continuous access to customer history
The Agent Cockpit offers agents a continuously updated
overview of the customer history. This facilitates the
interpretation and processing of customer requests. ProcessRunner
offers more. Using built-in alerts, agents can be alerted to
specific situations, overdue payments for example, but also a
customer's potential interest in a particular marketing
campaign.
High-quality data
The Agent Cockpit guarantees high-quality data. All data
entered by users are checked for accuracy, both in terms of content
and context. Additionally, external data services can be consulted
within ProcessRunner, for supplementing data, for example.
Easy to use
The ProcessRunner Agent Cockpit has been set up to be very
user-friendly. Agents use the system in an intuitive way. This
means that new employees hardly need any training and the system
has a positive effect on employee satisfaction.
The advantages of ProcessRunner:
- From intake to execution
- Multichannel support
- Very user-friendly
- Up-to-date overview of customer history
- Built-in alerts
- High data quality thanks to control mechanisms
- Automatic steering of follow-up actions