PROGRAMMING COMING SOON!
Sometimes, being an agent can be overwhelming at times. There is a lot of different tickets and work can add up to form a mountain that seems impossible to climb. It is perfectly normal for an agent to feel this way but it can be solved by having a good organization of the workplace.
If you ever feel like you’re losing your grip on the organization of your workspace you just need to calm down and think straight. What can I do to make my workflow easier? Create a new system or readjust the old one so you can get back to being as productive as you can be, but it’s no use panicking because it wastes more time and it gets you nowhere.
The first thing you need to do to get started in your day is check for updates. Once you are in the workspace you need to read any important messages that your colleagues might have left for you. Check to see if you have any important emails from clients and organize any reassignments that you might have received while you were gone. A good organization is key if you want to have a light workflow.
It’s only natural to have plenty of different tickets in the workspace, but not all of them are as important. How do we know which ones to attend first? There are a few factors that come into play when we ask ourselves that question. First of all you should attend tickets that need an immediate response because the issue cannot wait any longer. Once that is sorted out you should advance on the oldest tickets, the ones where the client has been waiting the longest and move on from there, always having in mind that if some urgent issue comes in you will have to tend to it.
If you need a few minutes to collect your thoughts or to disconnect from the workplace take them because you will be in a better mood and keener to help clients when you get back. If you can’t allow yourself to leave the workspace another way of winding down is tending to lesser important tickets. Tickets that have easy solutions and don’t require much thinking might help you relax and you’re still getting things done.
Live contact usually means that you can solve the ticket there and then. What happens with emails for example is that maybe you answer the client but the problem is not solved and he has to send the company another email. This could go on for hours or even days and it means that the problem is not solved quickly and that the ticket is still in your workplace taking up time. On the other hand if you speak with the client on the phone or through chat, you can make sure you can solve his or her problem that moment and rid yourself of a ticket.
Once you have solved the issue you should properly catalogue it and leave an explanation note just in case you need to come back to it in the future. And this not only helps you but the rest of your colleagues who might need it as reference. Sometimes the client will open another ticket and it is good to know what previous experience he or she has had with the company and having a good explanation note and having it catalogued properly saves the agent a lot of time.
Publish Date: October 26, 2017 5:00 AM
|1.)||Alliance Infotech Pvt Ltd|
alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.
|2.)||Alycom Business Solutions|
CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM
Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life.
We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management.
We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.
Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
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- After Sales Services
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& several other capabilities
Comprehensive solution for automating sales, marketing, customer service ticketing and project management.
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.
FinCRM - CRM Software
FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity.
FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it...
Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.
- one-click lead capturing;
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- full customisation.
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.
Customer Relationship Management
We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners.
we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience.
NOTORIETY is your power to grow and thrive
Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.
CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers.
- Help to see 360 degrees of customer view perspective
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Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
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PROGRAMMING COMING SOON!