How do you use technology to boost service efficiency?

Automated email responses are easy to set up and great for customers who require an immediate response to their queries. Companies with no system in place should consider setting this up, especially for FAQs, as it is usually cost effective and saves valuable time from service reps not having to manually respond to queries which allows them to get to other tasks.

Smoothing the flow of information through different stages of the service delivery process is crucial to enhance efficiency, productivity and effectiveness. But most importantly, data is an asset, and should be treated as one- it is the foundational stone. Poor quality data flowing all over the delivery process through integrated systems can be a nightmare and kill all efficiency & productivity gains due to repetitive disruptions. Data management & data governance processes and good practices before system integration will propel your integration initiatives forward!

In the event an e-learning platform is cost prohibitive, companies can consider creating their own knowledge-base repository using Google Drive or One Drive. Here they can store the videos, podcasts, webinar recordings, job aids, templates/checklists and quizzes needed to train their teams; better yet, if these assets are completely designed natively by agents (imagine seeing your co-worker 'starring' in a company how-to video!) familiar with the ins and outs of their roles. Including the team in building training environments is a great way to promote interest and motivation in completing modules when the training is finally launched.

Surveys are the standard way of collecting feedback, but relying solely on them means ignoring the majority of your customers who don't answer surveys. Customer feedback is in every customer interaction, so analyzing that rich source of customer insights can be a game-changer to your customer service strategy.

Efficiency & productivity matter as much as the experience of the customer on the other side of the line. Approach your technology boost initiative as if it were your ultimate competitive advantage, introduce customer experience into the equation and you'll be surprised of how clearly you're able to spot minor technology tweaks that will deliver added benefits to the customer and the service delivery team. Build your CX in parallel with your service efficiency!

It is valuable to meet with agents to find out their preferred learning styles as well as have informal dialogue on what they think they are good at vs. what they need more support in doing. These conversations can provide the important information needed at a base level to ensure the initial training roll out is more effective at improving performance and empowering the team. As time goes on and more conversations as well as training sessions are facilitated, the team will eventually become amazing customer service super heroes.

Use technology to automate some of the repetitive and mundane tasks. Use canned responses and email templates to handle common queries. Empower clients by creating FAQs and offer self-help options. Opt for an IVR that will help route calls to the right department faster.