We live in an era where technology is advancing so quickly that it’s hard to keep up. Think back to ten or even twenty years ago when you needed to get to a business meeting. You had to print out your plane ticket, rental car information, and sometimes even directions on where you needed to go.
Even a fantastic customer service team can be plagued by poor ticket deflection and routing. Your stellar agents may be equipped to answer many customer questions, but if they need to sift through dozens of issues outside of their specialty then they aren’t maximizing the ways in which they can help customers. This is where ticket deflection and routing comes in to maximize the time and effort of your agents.
There’s a chance that your business, and subsequently your help desk, has grown organically and at a rate that outpaced your internal processes. While growth is exactly what you’re after, it can mean there are a few opportunities where you can get your arms around more efficient ways to do things.
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