One of the most common challenges in the service world is putting an appropriate member of staff in front of a customer. A customer may have to wait, only to be sent to the wrong advisor. As a result, the customer has to explain their enquiry all over again when they eventually meet the right member of staff. The customer will have wasted their time, as have the staff member that was first called to deal with the enquiry.
Pander to your customers. Being heard by the right member of staff at the right time can make all the difference.
Matchmaker comprises two elements: active greeting and skills-based routing. It puts the right member of staff in front of a particular customer based on their skills rather than on a first come first served basis.
A customer is matched to the most appropriate person available. This, in itself, will increase the effectiveness and earning potential of each customer encounter. Matchmaker is available as part of the enterprise solution Orchestra and the new stand alone system Ensemble Virtua.
A floorwalker option and arrival service can help you ensure that customers with quick and basic enquiries can be filtered out of the virtual queue altogether.
Get it right. Invest in CFM.