Customer Interaction Management
ProcessRunner provides the contact agent with a
cockpit offering exactly that
information that is required to process a contact
satisfactorily. In the cockpit, the agent sees the contact
history (Multi-Channel), the on-going customer processes, and all
other relevant customer data. The cockpit has a 'guided procedure'
that sees to it that each customer contact is handled correctly.
Moreover, by means of business rules, this processing can be
carried out exactly customised to the customer. Finally,
validations ensure that the data quality is guaranteed.
So:
- Right analysis of customer question
- Right action
- Right contact logging
- Right customer expectation
- Right cross/up-selling suggestion
And also:
- First Time Right, First Time Fix
- Optimisation of Average Handling Times
- Intuitive
- Multichannel