With increasing pressures on organizations to insure a high level of customer service for constituents and to maintain cost effective operations, use of effective management tools and business best practices is essential.  A combination of effective leadership styles, applications of technologies, definitive business process measurements and review, and training of front-line contact positions can make a real difference in an organization's bottom-line.

Satisfying customers often means taking care of employees first.  Shaping skills suited for customer communications, providing contact management systems with multi-media convenience for both customers and employees alike, and having a positive focus in guiding work efforts all add up.  Continual review of responsibilities for operating efficiently generally applies across most industries and business sectors public and private for profit and non-profit.

Customers choose to contact organizations on their own terms and when convenient.  The concept of anytime, anywhere and anyhow still applies.  The ability to opt for self-service on some occasions, and expect appropriately staffed offices by skilled employees other times, requires business forecasting models and integrated systems with employees remaining knowledgeable about the entire process.

To involve frontliners in the overall systemization, optionally customers still benefit, and it is essential for comparable skills development for seamless operations with easy transitioning from self-service to personal service.  Comparable services and consistent information exchange, regardless of medium selected, is critically important.

Work order management, customer information systems, field services wireless automation, interactive voice response, automatic call distributors, web-enablement, integrated messaging, voice over IP, integrated services digital networks, and remote agents, are among the technical solutions.  Skilled and communicative workers and supervisors, metrics, business processes that connect, workload coordination and forecasting, focus groups, retreats,  and quality assurance monitoring are the resources and techniques to make systems work.

Leadership development based on a shared vision resulting in the creation of appropriate business and technology plans are the essential guiding forces to leverage it all for the benefit of customers and all stakeholders.

 


 

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