I recently published a research article entitled “10 Best Practices to Increase ERMS Success,” and thought an abbreviated version would be good to share with the blogosphere. For SSPA members, the full article can be accessed here.
SSPA Benchmark data shows that customer email volume has increased while the service levels of email incidents have declined. Email Response Management Systems, currently used by 45% of SSPA >$1B members, can improve service levels for customer emails by auto-responding to repetitive questions, auto-suggesting replies to agents to streamline email processing, and auto-routing inbound emails to the correct person or group, eliminating manual reviews and routing. Based on customer case studies and technology partner interviews, SSPA Research has identified the following 10 Best Practices to maximize the effectiveness of your ERMS. (more…)