Customer service in the enterprise can often be a double-edged sword. On the one hand, the financial resources involved are often vast, allowing for the enterprise to deploy strategic solutions to any remote or geographically dispersed branch office. And if they are deployed in the most effective way, this will lead to the best possible situation for the customer, where the individual gets the direct response in the most timely manner.
However, if something is not running well within the enterprise system, it can instantly wreck havoc on the service being delivered. Let’s take a look at some of the reasons for this and what the enterprise can be do to use its considerable resources to improve the customer service experience.
Organizational Issues
Companies within the enterprise may not always share the same objectives, such as funding, business processes, data management strategies, technology, reporting structure or even culture. Having said that, it can be easy for a problem or inefficiency to go unreported or to remain unaddressed. If one’s supervisor is doing something wrong, it can be difficult for the subordinate to effectively address the issue. If the supervisor doesn’t recognize the inefficiency, then it won’t be reported to the supervisor and, thus, the inefficiency will remain.
Come Together in the Cloud
One of the greatest offering of the cloud contact center for the enterprise is that information can be seamlessly shared like never before; connections between executives and management concerns can be addressed as efficiently as possible.
If a particular issue regarding customer service technology is not effective in one area of the enterprise, a cloud-based system enables managers to talk to one another and get the right ideas up the corporate ladder, leading to great initiative changes and, ultimately, a better overall experience for the customer. At the end of the day, that’s what it’s all about.
