RE: Using CRM to Manage/Work Inbound Email Queue?
So, I manage a small consolidated call center (12.5 FTE). We operate primarily on phone contacts (~135,000 calls annually), but also run about 6,500 electronic inquiries a year. We use CRM for call logging and managing customer callbacks as well as automating some processes. We have 4 separate email queues of different varieties and use the queuing feature of CRM.
To work emails, staff have a dashboard with graphs which allow them to see new/unclaimed items in queue. Agents will select records and update the worked by field to reflect their ownership of the case while working it. They go into the case and reply to the customer email (a slightly cumbersome process), then to close the case, the agent selects the record and launches a dialog which allows them to classify and close it.
With changes made in CRM 2015, it has made this process almost unbearable because of missing selector checkboxes and oddities in the view on the dashboard versus when it is opened with the icon on the window, etc.
I am trying to see if anyone else has experience in successfully setting up the software so they can efficiently manage email processes in addition to having the ease of ownership, tracking and reporting that we can gain from it.
Is that enough detail? I don't believe I am missing anything. :|
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