Customers want more from their service experience and organizations do their best to keep up with the talent and technologies at their disposal. Organizations seek to enable customers to address issues with ease on their own schedule. They provide cross-department service teams with tools and insights to collaborate quickly and efficiently. And they empower front-line agents to deliver personalized service with empathy.
The latest Customer Service Management (CSM) enhancements in the Washington D.C. Family release will better enable organizations to provide great customer service from first contact to resolution.
Here are the top innovations we will discuss:
- Voice routing with Amazon Connect using Advanced Work Assignment (AWA)
- Process experiences on portals
- Service model foundation: business location 360-degree view
- Service Catalog agent experience
- Modernized agent activity stream
Voice routing with Amazon Connect using AWA
Voice remains a critical channel capability for contact center agents to engage customers. New in the Washington D.C. Family release, ServiceNow delivers Amazon Connect integration to provide voice support using AWA. Many organizations desire to consolidate routing rules and channel configuration on a single platform to streamline operations while serving customers with the best agent available. Voice routing with Amazon Connect using AWA allows them to rely on AWA as the primary routing engine for all channels, including voice, on Amazon Connect.
This enhancement accelerates service delivery by efficiently assigning contacts to agents with the right skills and capacity to meet customers’ needs regardless of channel. It also reduces the administrative burden of running multiple routing engines by centralizing the creation and maintenance of routing rules, reducing response time in the process.
Process experiences on portals
Process experiences on portals guide customers through the case lifecycle from intake to completion. Collecting customer information quickly and accurately is essential to decreasing case processing time for service teams. For especially lengthy cases or applications, there is no straightforward way for customers to receive guidance or proceed at a pace convenient to them. Until now.
This capability places task-based instruction front and center for the customer with step-by-step, user-centric playbooks. Process experiences on portals reduces complexity for customers navigating extended applications and increases visibility for agents, better positioning them to personalize support.
Service model foundation: business location 360-degree view
Agents need access to location-specific details when creating and managing a case to optimize support. Service model foundation: business location 360-degree view centralizes essential information for agents and managers to glean vital site-level context quickly.
Agents regularly support distinct business locations, and it helps to have easily accessible site-level details to tailor business-to-business service. They need to be able to quickly determine if a location is internal or external, like a franchise for example, find staff contact information, and identify the products installed.
This innovation not only provides a holistic view for agents to understand location-specific context but also enables business managers to observe multiple sites – and any issues impacting them – simultaneously. Business location 360-degree view reduces agent effort, increases manager visibility, and speeds time to value by individualizing user experience without custom coding through the business location 360 template.
Service Catalog agent experience
Service Catalog agent experience is a new feature in the Washington D.C. Family release that expedites the selection of service through filters and keyword search. Browsing multiple services featured in a list to find the right one impedes agent productivity and negatively impacts key call center metrics. This enhancement allows agents to access the service selector from various locations, including interactions and install base, and quickly narrow down services to accelerate customer case submission.
Modernized agent activity stream
Even the best agents can be hindered by clunky and cluttered workspaces that make it difficult to gather case information quickly. Modernized agent activity stream, a Washington D.C. Family release innovation, offers a more responsive and visually appealing user interface (UI) to enhance agent productivity. Complex or long-running cases involving multiple teams require agents to tediously scroll, sort, and sift through the activity stream.
This new UI builder component improves configurability and design responsiveness by optimizing screen real-estate through collapsible panels. The enhanced activity stream, which can be customized to appear as a tab on the case record page or within the contextual side panel, offers improved options to filter cases based on record type, interaction, and date range. This saves agents time and effort, enabling them to gain situational awareness of a customer's issue more quickly in provision of exceptional service.
These are just a snapshot of the many Washington D.C. Family release features for CSM. The innovations provide a range of powerful new functionality to enhance service delivery, streamline the flow of work across departments, and enable agents to exceed customer expectations. By utilizing these features, organizations can deliver great experiences that today's customers expect.
For more information, review the release notes, schedule a meeting and demo with your account team, or contact us here.
