B2B 技术呼叫中心通过 ScreenSteps 提高效率
技术
- 传感器 - 全球定位系统
适用行业
- 教育
用例
- 时间敏感网络
- 虚拟培训
服务
- 培训
关于客户
B2B 技术帮助台是一家为酒店、酒吧、餐厅、足球场等酒店公司提供和支持端到端解决方案的技术公司。该服务台为酒店、休闲和服务行业的 400 多个不同行业提供支持，并在这些客户中拥有 10,000 多个站点。熟练的代理商为使用其技术的公司提供专家支持。由于每个客户的复杂性以及支持的大量产品和功能，帮助台在管理大量策略和程序方面面临着重大挑战。
挑战
B2B 技术服务台为酒店、休闲和服务行业的 400 多个不同行业提供支持，在管理大量政策和程序方面面临着重大挑战。该服务台拥有 10,000 多个站点，覆盖 400 多个客户，因此需要一种更有效的方式来吸引新客户、支持现有客户并留住员工。技术团队的流程和文档分散在多个平台上，包括 SharePoint、维基百科和 ITSM 系统。虽然这些平台提供了支持指南，但它们并不能有效地帮助技术代理快速找到所需的资源。这种低效率导致客户延迟、客户体验不一致以及呼叫处理时间更长。这些指南通常是通用概述，既复杂又令人困惑，拖慢了客服人员的速度，因为他们必须寻找特定的程序来解决问题。此外，由于每个客户的复杂性以及支持的产品和功能数量众多，培训新代理是一个漫长的过程，平均需要长达 6 个月的时间。
解决方案
该服务台寻求更灵活、更高效的解决方案来支持其技术代理和不断增长的客户群。他们需要一个可扩展、可管理、灵活的定期更新、易于学习的一站式信息商店，并为员工提供快速、轻松的访问以使用指南。他们还想要决策分支选项。该解决方案以名为 ScreenSteps 的软件的形式出现。 ScreenSteps 改变了 B2B 技术呼叫中心管理其知识和响应客户的能力的方式。该呼叫中心为大约 400 名客户在一个位置组织了 850 多篇文章，客服人员可以快速找到并跟踪这些文章。使用 ScreenSteps 工作流程文章，呼叫中心设计了知识体验，将培训和座席熟练时间减少了高达 87%。该软件还允许管理团队接收来自技术代理的反馈，并使用该反馈来更新和创建新的知识文章。
运营影响
数量效益
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
相关案例.
Case Study
IoT platform Enables Safety Solutions for U.S. School Districts
Designed to alert drivers when schoolchildren are present, especially in low-visibility conditions, school-zone flasher signals are typically updated manually at each school. The switching is based on the school calendar and manually changed when an unexpected early dismissal occurs, as in the case of a weather-event altering the normal schedule. The process to reprogram the flashers requires a significant effort by school district personnel to implement due to the large number of warning flashers installed across an entire school district.
Case Study
Revolutionizing Medical Training in India: GSL Smart Lab and the LAP Mentor
The GSL SMART Lab, a collective effort of the GSL College of Medicine and the GSL College of Nursing and Health Science, was facing a challenge in providing superior training to healthcare professionals. As clinical medicine was becoming more focused on patient safety and quality of care, the need for medical simulation to bridge the educational gap between the classroom and the clinical environment was becoming increasingly apparent. Dr. Sandeep Ganni, the director of the GSL SMART Lab, envisioned a world-class surgical and medical training center where physicians and healthcare professionals could learn skills through simulation training. He was looking for different simulators for different specialties to provide both basic and advanced simulation training. For laparoscopic surgery, he was interested in a high fidelity simulator that could provide basic surgical and suturing skills training for international accreditation as well as specific hands-on training in complex laparoscopic procedures for practicing physicians in India.
Case Study
Implementing Robotic Surgery Training Simulator for Enhanced Surgical Proficiency
Fundacio Puigvert, a leading European medical center specializing in Urology, Nephrology, and Andrology, faced a significant challenge in training its surgical residents. The institution recognized the need for a more standardized and comprehensive training curriculum, particularly in the area of robotic surgery. The challenge was underscored by two independent studies showing that less than 5% of residents in Italian and German residency programs could perform major or complex procedures by the end of their residency. The institution sought to establish a virtual reality simulation lab that would include endourological, laparoscopic, and robotic platforms. However, they needed a simulator that could replicate both the hardware and software of the robotic Da Vinci console used in the operating room, without being connected to the actual physical console. They also required a system that could provide both basic and advanced simulation training, and a metrics system to assess the proficiency of the trainees before they performed surgical procedures in the operating theater.
Case Study
Edinburgh Napier University streamlines long-distance learning with Cisco WebEX
• Geographically dispersed campus made in-person meetings costly and inconvenient.• Distance-learning programs in Malaysia, India, and China required dependable, user-friendly online tools to maximize interaction in collaborative workspaces.• Virtual learning environment required a separate sign-in process, resulting in a significant administrative burden for IT staff and limited adoption of collaboration technology.
Case Study
8x increased productivity with VKS
Before VKS, a teacher would spend a lot of time showing a group of 22 students how to build a set of stairs within a semester of 120 hours. Along with not leaving the teacher much time to provide one-on-one support for each student to properly learn carpentry, it also left a considerable amount of room for error. Key information would be misinterpreted or lost as the class was taught in the typical show-and-tell way.
Case Study
Scalable IoT Empowering GreenFlex's Sustainable Growth
GreenFlex, a company that supports sustainable development, decarbonization, and energy efficiency, faced several challenges in its quest to expand its business. The company needed to deploy a robust and sustainable IoT technology to support its growth. It was crucial for them to monitor and control devices at customer sites in a safe and reliable manner. They also needed to integrate devices across a range of communication protocols and gather and act on data to meet efficiency targets. GreenFlex had previously built IoT capabilities into its digital platform, GreenFlexIQ, to monitor and manage customer sites remotely. However, they soon realized that they needed a new platform to support their ambitions. They needed a platform that could scale to connect more devices for production management and make it easier for the operations team to manage devices in the field.
