Business Process Management in Customer Service

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Customer service is no longer a cost center. Today, it is the anchor between empowered customers and the business that needs to deliver on the precise needs of each client in a personalized and effective fashion. These activities can be exemplified with a marathon where customer service agents need to overcome numerous hurdles to delight their buyers and solve their needs in a timely manner. Use of business process optimization helps companies accomplish this important mission.

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Business Process Management in Customer Service

  1. 1. Business Process Management in Customer Service Customer service is no longer a cost center. Today, it is the anchor between empowered customers and the business that needs to deliver on the precise needs of each client in a personalized and effective fashion. These activities can be exemplified with a marathon where customer service agents need to overcome numerous hurdles to delight their buyers and solve their needs in a timely manner. Use of business process optimization helps companies accomplish this important mission. 79% of top performing firms have a formal employee engagement program designed to help employees with necessary tools to streamline agent processes and improve their productivity Employee Engagement Visibility Challenges 81% more likely than all others to integrate mobile capabilities within their customer service efforts Mobile 49% more likely than others to track the performance of each channel in addressing customer needs Analytics 2x more likely than all others to unify disparate technology systems to streamline customer service activities Integration Strategic Alignment Strategic Business Partnerships 14.3% annual increase in customer satisfaction scores as a result of their strategic partnership with customers 62% of Best-in-Class companies integrate their customer feedback programs with service activities to ensure that agents are measured on their ability to delight clients 50% more likely than their peers to use a formal business process management (BPM) effort to manage customer service issues based on numerous criteria such as complexity, timing and etc. Business Impact 8.2% year-over-year decrease in customer care costs Complex and inefficient agent processes Consistency in multi-channel interactions Lack of systems integration Best-in-Class customer service teams achieve Best-in-Class are Best-in-Class are Top performers are Best-in-Class are Best-in-Class companies enjoy

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