Best Practice Report

Extend Business Process Management To The Front Office To Transform Customer Service

October 5th, 2010
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributors:
William Band , Connie Moore

Summary

Customer service managers struggle to balance customer experience and cost: Siloed communication channels, impersonal service, and an inability to enforce company process or meet regulatory compliance negatively affect satisfaction and increase costs. By extending business process management (BPM) best practices and technology to the front office, customer service organizations can improve the consistency of service delivered, elevate agent efficiency, personalize service, and meet compliance goals — at a cost that makes sense to the business. Companies using BPM-centric customer service solutions from vendors like Genesys Telecommunications Laboratories, KANA Software, Pegasystems, and Sword Ciboodle report impressive improvements in customer responsiveness and cost metrics. To get started, customer service leaders should: define and implement consistent business process flows for each communication channel; unify the agent desktop; use knowledge intelligently; and incorporate feedback loops for continuous improvement.

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