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Combining Call Center Operations, CRM and BPM to Improve Customer Experience
BPM and CRM solutions have been in place for years. However, those applications were not designed to manage manual work or dynamically adjust priorities based on in-coming requests. Thus leaving workers to spend valuable time searching the queue for their next task and to “cherry pick” the work orders that are most appealing, rather than those with the highest priority.
Frost & Sullivan has researched a new way to manage the efficiency gaps and loss of business value that occur when employees are involved in workflows.
This paper explores existing issues in service fulfillment areas that impact on-time delivery and ultimately degrade the customer experience; and offers alternatives for overcoming these issues. Learn how enterprise workload management can help you overcome these issues by:
- Creating a holistic view
- Increasing flexibility
- Reducing cost
- And more