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Posted by Kate Leggett on May 12, 2012
In customer service organizations, collaboration should take place around cases and content, and should involve not only collaboration between customers and customer service agents, but internal collaboration within the enterprise. Internal collaboration has quantifiable benefits as measured by increased organizational productivity and efficiency. For cases, collaboration helps increase first contact resolution, decrease handle times and increase customer satisfaction. For content, collaboration helps evolve content to be more relevant, accurate, complete, and in line with customer demand. Some of the technologies that help foster collaboration around cases and content include:
However, technology is not the only part of the equation to make customer service organizations more collaborative. These organizations are notoriously structured, where issues are captured by tier one agents and formally escalated to higher tiers. And specialized agents act according to pre-established processes conforming to rigid SLAs.
Becoming more collaborative is a hard process and involves organization transformation, where agents are measured and motivated using a different set of metrics than tiered customer service organizations. Collaborative organizations focus on customer satisfaction and first contact resolution (FCR) and the importance of speed of answers and handle times is lessened. Collaboration also means that agents take collective responsibility for the accurate and complete resolution of cases and the health of the content that they use, typically yielding better customer loyalty results.
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