Managing Service Processes to Peak Performance
The process of providing customer-service sessions based on predefined workflows - or service flows - is highly under-managed. First, service organizations lack customer service representative (CSR) workflow-level visibility. Second, they cannot manage best practices for service efficiency at the CSR level in "real-session" time. Taking into account the scale of such organizations, it is clear that a poorly managed service flow significantly reduces CSR productivity and the bottom line.

In order for organizations to bring service processes to peak performance, they require service-flow visibility, compliance and optimization. Composia's service-flow management (SFM) solutions help organizations fulfill these three vital needs.

Service Process Visibility Solutions

• Map and analyze actual service-flow patterns
• Detect process bottlenecks
• Measure CSR-workflow performance and detect individual workflow bottlenecks
• Set process-level metrics for outsourced-environment SLAs

Service Process Compliance Solutions

• Ensure CSRs compliance with internal and regulatory policies

Service Process Optimization Solutions

• Accelerate time-consuming service-flow segments
• Automate session documentation
• Pop-up any application context using any IVR/CTI input