Workflow processing
Charter Continuum combines three main management functions to deliver a high level of agent, department and operational functionality.It has been specifically designed to automate processes and work flow management in high transaction environments to significantly improve customer service efficiency and reduce resource overheads.
Case Management
The case management function provides the most efficient means of managing customer interactions and ensures the highest level of customer service delivery.Comprehensive workflow management functionality lets you can implement a step by step approach to managing and auditing the entire life cycle of every case across multiple departments.
Contact screens can be customised on a per user, group or departmental basis to reflect an agent's requirements, workflow processes and responsibilities providing a tailored solution for any customer contact environment.
Agents are able to view all relevant case information in one central application and data entry wizards ensure speedy and accurate data collection by presenting the user with fields only appropriate to the situation.
Document Management
Charter Continuum provides agents with the tools to efficiently create and manage inbound and outbound customer correspondence.It supports scanned images, direct email in / out and fax in/ out allowing users to create and attach all customer correspondence directly to a case.
All communications can be easily viewed on screen as an electronic document eliminating the need for storing and filing paper copies.
Agents gain instant access to all relevant documentation to increase the speed of retrieving and reviewing documents and can ensure accurate and rapid responses using context sensitive document and paragraph templates.
Diary Management
Charter Continuum significantly increases staff efficiency by allowing you to manage resource capacity based on a user's workload, availability and skill set.The main user navigation screen presents users with key information such as productivity statistics, recently viewed and accessed cases and an agent 'to do' list high-lighting tasks, status, due dates and level of priority.
It allows you to easily manage and analyse workload statistics for individuals, groups or entire departments and dynamically reallocate tasks and resources - guaranteeing customer promises, targets and SLAs are met.
Business value
- Automates process and workflow management
- Improves speed of response
- Proactively manage staff performance
- Increase resource efficiency
- Resolves complaints quickly and efficiently
- Ensures consistency and quality of response
- Reduces resource overheads
- Facilitate self service
