4 years, 11 months ago

Driving Customer Satisfaction and Improving Employee Productivity at PSCU – Join us at PEX BPM Open House on October 9th!

Are you actively looking for a BPM solution? Just learning about BPM and want to know what solutions are available? Interested in learning how organizations have successfully implemented BPM? Then join us, Wednesday, October 9th at 12:00pm Eastern, at the BPM Open House to learn how to make the most of your BPM investment and […]

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5 years, 21 days ago

Information Right from the Source

Providing high degrees of customer service, while managing costs is a balancing act that is extremely difficult. Customers expect higher degrees of service, across multiple channels, and want to have it 24×7. Meanwhile organizations are under pressure to increase efficiencies and reduce agent and infrastructure costs. Your customers like self-service, but want high touch options immediately if they can’t find what they are looking for. Off-shoring and IVR systems have been tried, but have sometimes resulted in unhappy customers. Unfortunately, now those unhappy customers will go to Yelp or Twitter to talk about their experience, so it is critical to get the balance right.

The head of Customer Service must often rely on technology to help them deal with these opposing forces. So in preparation for our launch of Assure for Customer Service, we decided to engage IMTS (Integrated Marketing Services) to help us better understand how customer service professionals use technology to solve their customer services challenges – and get this information right from the source. IMTS contacted 150 customer service leaders at large organizations, and using live interviews, found out some very interesting things.

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