Some questions for customer service and customer experience managers to think about…
What if:
- your agents could follow the right process, just as you had designed it?
- your agents didn’t have to ALT_TAB through 15 applications on their desktop?
- your agents didn’t have to use Post-it notes or index cards or refer to training manuals?
- you didn’t have to spend months and months on training agents?
- your agents didn’t have to “copy and paste” between applications?
- your agents no longer needed to search for answers but the answer was delivered in the context of their work process?
- you could translate your ideas, adapt to change, in a short period of time?
- every agent could be your best agent?
- any agent could handle any call?
- your customers didn’t have to be transferred from one expert to the other?
- your customers didn’t have to repeat themselves?
- your customers didn’t have to be put on hold?
- your customers completed more online transactions?
- you could listen to your all your customers and truly understand what they want?
- you could foster a relationship with your customers, between your customers?
After every question, ask: Why Not? What stopping you?
Now, imagine that you can …
(Vikas Nehru is VP, Product Marketing, KANA)
