Business Process Management in Customer ServiceCustomer service is no longer a cost center. Today, it is the anchor between empowered customers and the business that needs to deliver on the precise needs of each client in a

personalized and effective fashion. These activities can be exemplified with a marathon where customer service agents need to overcome numerous hurdles to delight their buyers and solve their needs in a timely manner. Use of business process optimization helps companies accomplish this important mission.

79%of top performing firms

have a formal employee engagement program designed to help employees with

necessary tools to streamline agent processes and improve

their productivity

EmployeeEngagement

VisibilityChallenges

49%more likely than others to

track the performance of each channel in addressing

customer needs

AnalyticsStrategicAlignment

PerformanceManagement

62%of Best-in-Class companies integrate

their customer feedback programs with service activities to ensure that agents are measured on their ability to delight clients

50%more likely than their peers to use a formal business process

management (BPM) effort to manage customer service issues based on numerous criteria such as complexity, timing and etc.

Business Impact

Complex and ine�cientagent processes

Consistency inmulti-channel interactions

Lack of systems integration

8.2%year-over-year decrease

in customer care costs

Best-in-Class customer service teams achieve

Best-in-Class are

Best-in-Class are

81%more likely than all others to integrate

mobile capabilities within their customer service efforts

MobileTop performers are

2xmore likely than all others

to unify disparate technology systems to streamline

customer service activities

IntegrationBest-in-Class are

7.9% improvement in year-over-yearperformance in agent utilization

as a result of enhanced workforcemanagement capabilities

Top performers achieve a