Explore strategies and best practices to improve customer service operations within your interaction or contact centers. Understand the importance of aligning business processes and customers expectations with your SAP CRM Customer Interaction Center operations, and get strategies and tools to help streamline this process. You will leave the session with a new perspective on business process design and a list of tips for using SAP CRM Interaction Center functionality to improve the individual customer experience and reduce operational costs.

5 Steps to an Effective Customer Service Operation

1. Increase value by insight
2. Increase value by differentiation
3. Reduce effort by standardizing processes
4. Reduce effort by optimizing tools
5. Reduce effort by measuring and adjusting

10 Rules for Prevention of Errors

1. Record all failure incidents
2. Always determine the root cause
3. Do not accept errors — eliminate them
4. Develop standards/templates to guide the agent/user through critical processes
5. Reduce complexity to a minimum
6. Automate tasks based on rules
7. Consider a user’s skills/prerequisites when assigning tasks
8. Provide examples as reference
9. Remove irrelevant options
10. Validate data at the point of entry

• How will we compete?
  • What are the key business objectives for the next five years?
  • What strengths do we have that we need to protect from our competitors?
  • What new strengths do we need to establish in order to maintain our competitive edge?
• Role Identification
  • Which roles are involved in executing the business objectives?
  • Which roles are associated with strengths we need to protect?
  • Which roles need to be in place to establish the new strengths identified?
• Role Prioritization
  • Of the roles identified, which (if any) develop strategy?
  • Of the roles identified, where will a shortage of employees impact strategy the most?
  • Of the roles identified, where will a shortage of employees impact our competitive strength the most?
  • Of the roles identified, where will a shortage of employees impact our financial performance the most?

Learn more about strategic workforce planning and more in Amsterdam. There is still time to register for HR 2013! Register by June 9 to save €100!

• Phase 1: Project Preparation
  • Change strategy from company culture and past change processes
  • Business case input and output
  • Define critical decision makers
• Phase 2: Business Blueprint
  • Identify and detail your key leadership and stakeholders
  • Understand people, process, and technology
  • Planning change communication, training, and other activities
• Phase 3: Realization
  • Perform communication and training according to roles and processes
• Phase 4: Final Preparation
  • Training and communication delivery
  • Assess readiness (people/organization, process, and technology)
  • Initiate extra business support, continuously attack issues
• Phase 5: Go-Live and Support
  • Continue extra business support and communication, continuously attack issues
  • Talent management: Global scale/intensive cycles
• Phase 6: Continuous Improvement
  • Adopt and validate handover to business
  • Lessons learned and improvement areas

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• Cloud computing: Use of software applications that are delivered as a service over the enterprise network or over the Internet
  • These applications are accessed by users by using a Web browser, mobile device, or a thin client
  • The devices used to access these applications are location-independent
  • The vendor providing the application is responsible for maintaining the applications, as well as the infrastructure that hosts these applications
  • The software, as well as the user’s data (enterprise data), resides in servers that are outside the enterprise firewall
• SaaS (software as a service): This is a software delivery model in which the software or application and its related data are hosted on the cloud
  • Users can access the application from a thin client or over the Internet
  • SaaS is also referred to as on-demand software
• Single tenancy: The users of the cloud application have their own instance of the database and the application (Both the database and the application are hosted on the cloud)
  • Customers of single tenancy have the benefit of having a customized solution, as well an enhanced security
• Multi-tenancy: Multiple customers have access to the same applications and the related data are hosted on the same server
  • With proper security and authorizations, the users are restricted to viewing their data only
  • Since the same instance of the software is accessed by different customers, the software application is installed with basic configuration and there is limited scope for customization or enhancements

Learn about this and more in Amsterdam. There is still time to register for HR 2013! Register by June 9 to save €100!

• Big Bang Approach: Covers complete scope – modules, functionality, geographies, languages, population, divisions
  • Advantages
    • Faster implementation
    • Quick “wins”
    • Standard, no-frills, “vanilla” implementations
  • Disadvantages
    • Basic design issues could affect all functionalities and users
    • Cannot accommodate local requirements for customization
    • Change management would be a challenge
    • Effective training will be required
    • More resources required
    • More expensive due to the resource requirements
• Phased Approach: Covers scope in smaller steps or rollouts/roll ins
  • Advantages
    • Pilot implementation followed by other waves
    • Uses lessons learnt in waves/rollouts for next stage
    • Ability to tweak or fine tune the solution to fit the business process better
  • Disadvantages
    • Takes longer to implement
    • Slower to realize return on investment
• Parallel Adoption Approach: Both legacy and new system run in parallel until users adopt the new system completely
  • Advantages
    • Business as usual, as legacy and new system are available
    • Users are less resistant
    • Ability to tweak or fine tune the solution to fit the business process better
  • Disadvantages
    • Takes longer to implement as user adoption takes longer
    • Increases work load as users need to maintain two systems
    • Higher investment to run both systems in parallel

Learn about this and more. There is still time to register for HR 2013! Register by June 9 to save €100!