In this year’s The State of Salesforce
, a third of companies cited an employee-facing initiative as one of their top objectives of 2016. To today’s top organizations, it is clear that employee experience matters, and more companies than ever before are investing in internal improvements. We’re seeing a renewed effort in the employee experience across all departments, from mobile-enabled sales teams to the empowered, data-driven marketer. For customer service, the biggest improvement in the agent experience is the hub for the case management process: the agent console.
If you work in customer service, ask yourself this: How many systems do agents have to use to manage an individual case? If your answer is more than one, it’s time to rethink your process. Logging into multiple systems to access information makes it more difficult for agents to do their jobs quickly and efficiently; yet consolidating multiple systems into a single system is a tall order. But just as successful, and much easier to implement? A single user interface.
A single user interface is key to a successful service center. The top organizations take an outward-in approach, bringing all customer service information from the various systems into the agent console. Agents will be more efficient, not having to waste valuable time logging into and toggling between different systems, and new agent onboarding will be faster because they only have to be trained on one system. Ultimately, it speeds up the case management process, making agents’ day-to-day experience easier, faster, and more satisfying.
To start working towards a single user interface, consider these three tips:
- Identify the most common case types. For most organizations, the same two or three cases take up a majority of agents’ time. Once they have been isolated, focus first on bringing these processes into a single user interface to save agents time.
- Determine where agents are hitting roadblocks. It could be something small, like not having enough options in a picklist, or something larger, like too much time spent toggling between unintegrated systems.
- Assess the level of effort and value of potential solutions. For example, measure the cost of integrating data sources between systems against the time agents would save by working within a single, automated system.
To learn more about how the best service organizations are improving the agent experience and service center processes, download 10 Ways to Improve Case and Knowledge Management
To speak about your next customer service project, connect with a Bluewolf expert