Besides the call center's dialing software itself and the portals the agents use, technologies that manage and optimize the back-end aspect of the company's internal processes are also critical. These solutions can tackle and overcome deficiencies in processes, the all-too-common lack of information (and thus credibility) that can lead to confusion and frustration, poorly-designed and generally inefficent workflows, inadequate communications both between the customer and the call center agent and within the company itself, and so on. The way to do this is through process automation and call center system integration with a comprehensive BPM solution such as WorkflowGen.
Besides the call center's dialing software itself and the portals the agents use, technologies that manage and optimize the back-end aspect of the company's internal processes are also critical. These solutions can tackle and overcome deficiencies in processes, the all-too-common lack of information (and thus credibility) that can lead to confusion and frustration, poorly-designed and generally inefficent workflows, inadequate communications both between the customer and the call center agent and within the company itself, and so on. The way to do this is through process automation and call center system integration with a comprehensive BPM solution such as WorkflowGen.
Together with its best-in-class process design and automation features, WorkflowGen's cutting-edge integration features allow it to be transparently embedded into a company's software infrastructure, including its call center systems. This is crucial in maintaining and improving customer satisfaction, all while overcoming call center agents' potential resistance to changes to established and familiar front-end systems.
A prime use case of this kind of integration is that of WorkflowGen integrated into an insurance company's web portals. This video gives an up-close look at how this can be done:
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