3 INGREDIENTS FOR HANDLING COMPLEX SERVICE REQUESTS
Customers expect frictionless service 24/7, regardless of what’s happening inside or outside your company. For larger organizations, even the simplest request requires the orchestration of complex processes and human decisions. Agents and back-office employees must handle multiple products, access numerous systems, and stay informed on a large volume of policies and procedures that continually change. To meet growing customer expectations, you need the right technology. Keep these three vital ingredients in mind to gain an edge on the competition.
Implement a 360-Degree View Instead of a Single View
Adopt Dynamic Case Management (DCM) to Support End-to-End Resolutions
Modernize on a Unified Solution Rather Than Quick-Fix Apps
Source: https://www.genesys.com/blog/post/3-ingredients-for-handling-complex-service-requests
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