Ideally, you should ensure that all tool and access related requirements are taken care of before launching your customer care operations (e.g. phone systems, CRM, systems access). This can be a complex task to get right, with many interdependencies to optimise customer experience and agent efficiency.
It can be helpful to break down this complexity into more manageable components when planning and optimising your workflow management capabilities:
Customer Relationship Management (CRM) system
There are many great CRM solutions to choose from. Carefully consider all of the variables in determining which would be the best fit for your operation. Factors to consider include:
- Maintenance requirements
Tools and systems access
- Determine which tools your agents will need to access to perform their job
- Create different job profiles which can be used to control agent access to these tools (for example, different levels of permissions for internal versus external resources)
When defining your workflow management solution, it is worth considering its scalability and whether it will support the planned growth of your business.
Will my solution allow my agents to easily tag customer issues and identify recurring problems?
How can I ensure that my agents have the information they need on hand to enable first contact resolution of customer issues?
Does my data structure allow me to generate robust management information dashboards to track the performance of my agents and business?
Does my workflow management solution enable the quick and consistent escalation of complex cases to more senior agents?