Customer Service Engineering measures application usage and analyses workflows to help improve staff performance in contact centre, branch and back-office operations environments.
As companies worldwide stretch scarce resources to maintain profitability, offering high-quality customer service has never been more important. Imagine that employees are doing their jobs as well as possible, given the tools they have. Imagine that people have the right software tools and the best business processes. Imagine that everyone is following best practices.
CSE’s Focus Process Management Product Suite is deployed in contact centres worldwide to provide exactly this kind of detailed knowledge.
Our process management solutions will help further enable companies to realise significant gains in process productivity, efficiency and effectiveness when variability is eliminated and everyone consistently executes the same best practices in their processes. These solutions deliver process improvement value based on achieving process visibility, consistency and control in existing business processes, without the need for risky process change.