CUSTOMER SERVICE MANAGER
First Time Right, First Time Resolution: as a
Customer Service Manager, this theme is the constant object of your
focus. Customers' questions must be interpreted correctly;
employees must be able to access all of the necessary information
at once, customer expectations must be managed well. ProcessRunner
ensures that you keep all customer processes under
control.
Handling customer contacts
ProcessRunner has been set up in such way that all
customer contacts, multichannel, are handled in
the same way. In the Agent Cockpit module, each contact is
registered by customer, task, channel, employee, or department.
Subsequently, the necessary follow-up processes are started
automatically. Tasks and decisions are routed to the designated
people; letters and e-mails are sent automatically. The Agent
Cockpit also ensures that what is happening at the various levels
always remains clear. This knowledge can in turn be used to improve
customer processes, control channel choices, and to train
employees.
100% Right the First Time
Thanks to ProcessRunner, the "Right the First Time"
concept is truly within reach. The application ensures that
employees always have an overview of the necessary customer
information. Having this information in front of them allows them
to ask the customers the right questions, to understand their needs
correctly, initiate the right processes, and, also a key
factor: to manage customer expectations.
Process-oriented interface
ProcessRunner has a process-oriented interface. This
presents the employees with the exact information and options that
they need at that moment. In addition to keeping errors and
training needs to a minimum, this also has a positive effect on job
satisfaction.
The business in control
With ProcessRunner, the business is once again at the
helm. It is the business that determines how the system works.
Adaptations may be easily implemented independently by employees,
whether these changes involve business rules, handling screens or
customer processes: the flexibility is guaranteed. An absolute must
if service levels are important to you.
Advantages of ProcessRunner:
- Always an overview of the necessary customer information
- Easy understanding of customers' requests (First Time
Right)
- Information exchanged right the first time (First Time
Resolution)
- Automatic start-up of necessary customer processes
- Easy management of customer expectations
- The business is back in control