Speakerii Customer Care Conference and Expo - Apostolos Kemos, Sales Director Genesys
Apostolos Kemos, Sales Director Genesys Contact Centers have become highly efficient and effective
organizations when it comes to handling different types of communication
channels such as voice, email, chat and even social media interactions. When it
comes to following up on a customer conversation or managing offline work
tasks, efficiency levels drop drastically as these offline work items are not
managed through the same principles as interaction channels.
In the typical customer service organization, offline work items
are unmanaged and the time required to address them is untracked. This makes it
nearly impossible to optimize the productive time of your agents. Back office
departments can be far less efficient than frontline operations. Work items are
kept in a multitude of different applications or systems and your employees
spend unproductive time <<searching>> for the next task to tackle
or, worse still, <<cherry picking>> the tasks they enjoy, instead
of handling the most important tasks.