Regardless of the right way to do things, most organizations consider the service experience from the company's perspective and not from the customer's. This makes for an inside out approach that can be less than satisfying.
At our Minneapolis Problem Solved Tour yesterday, we heard Patti DeWall from AGCO, the agricultural products giant, tell a story of how they revamped their technical support help desk for distributors. Instead of publishing a long list of who to call for a variety of issues, AGCO designed a cloud ACD with a single number for distributors, backed by a powerful and intelligent routing engine to get their calls to the right people at the right time. They engaged their distributors in designing the process.
The result: true customer satisfaction and an optimized call center operation.
Our amazing customers are sharing best practices around the nation through our Problem Solved Tour. Register for a city near you to hear what others are doing to build successful call centers.