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AUTOMATISERA<\/h4>\r\n\r\n<hr \/>\r\n\r\nKonsumenter blir mer och mer vana att l\u00f6sa \u00e4renden sj\u00e4lva\u00a0och kraven \u00f6kar p\u00e5 effektiva och enkla verktyg via digitala\u00a0kanaler. Eliminera, automatisera eller semi-automatisera\u00a0\u00e4renden som saknar merf\u00f6rs\u00e4ljningsm\u00f6jligheter och uppn\u00e5\u00a0ett effektivare resursutnyttjande.\u00a0Dedicera resurser i organisationen som specialiserar sig p\u00e5\u00a0automatisering och som kan fokusera fullt ut p\u00e5 uppgiften.\u00a0Investeringen \u00e5terbetalar sig snabbt f\u00f6r st\u00f6rre organisationer\u00a0d\u00e4r m\u00e4ngden \u00e4renden \u00e4r h\u00f6g.\r\n<h4 style=\"text-align: center;\">2. REDUCERA \u00c4RENDEHANTERINGSTIDER<\/h4>\r\n\r\n<hr \/>\r\n\r\nKortare och snabbare \u00e4renden som l\u00f6ses mer effektivt i\u00a0kundm\u00f6tet medf\u00f6r generellt b\u00e4ttre kundupplevelse. Samtidigt\u00a0driver det ned bemanningsbehovet och kostnaderna. Reducera \u00e4rendehanteringstider genom att:\r\n<ol>\r\n \t<li>M\u00e4ta och j\u00e4mf\u00f6ra p\u00e5 individniv\u00e5 per \u00e4rendetyp<\/li>\r\n \t<li>F\u00f6rst\u00e5 hur effektiva individer l\u00f6ser \u00e4renden snabbt och korrekt<\/li>\r\n \t<li>Definiera \u00e5tg\u00e4rder och prioritera<\/li>\r\n<\/ol>\r\n<h4 style=\"text-align: center;\">3. SL\u00c5 SAMMAN VOLYMER<\/h4>\r\n\r\n<hr \/>\r\n\r\nSkalf\u00f6rdelen att samla inkommande volymer i gemensamma\u00a0k\u00f6er \u00e4r stor n\u00e4r serviceniv\u00e5kraven \u00e4r h\u00f6ga, t.ex. f\u00f6r viss\u00a0telefoni\u00a0som kr\u00e4ver korta svarstider.\r\n\r\nI exemplet nedan, med tre lika stora enheter som teoretiskt\u00a0sl\u00e5s ihop till en enhet, kan servicegraden \u00f6kas fr\u00e5n ca. 70%\u00a0till 95% besvarade \u00e4renden inom 30 sekunder med samma\u00a0bemanning. Alternativt kan den totala bemanningen minskas\u00a0med ca. 14% utan att p\u00e5verka serviceniv\u00e5n negativt.\r\n\r\n[caption id=\"attachment_3004\" align=\"aligncenter\" width=\"900\"]<img class=\"wp-image-3004 size-medium\" src=\"https:\/\/axholmen.com\/wp-content\/uploads\/2022\/03\/customer-service-1sv-900x506.png\" alt=\"\" width=\"900\" height=\"506\" \/> Figur 1: Exempel: Sammanslagning av 3 enheter <br \/>K\u00e4lla: Erlang C-ber\u00e4kning f\u00f6r kundtj\u00e4nst med 100 operat\u00f6rer.[\/caption]\r\n\r\nSammanslagning av k\u00f6er kan st\u00e5 i konflikt med att specialistkunskap\u00a0kr\u00e4vs f\u00f6r vissa typer av \u00e4renden. Hantera detta\u00a0genom\u00a0t.ex. onlineutbildning, coaching, FAQ-utveckling f\u00f6r\u00a0multikompetens,\u00a0i kombination med effektivare sk. skillbased\u00a0routing och omnikanalstyrning av \u00e4renden.\r\n<h4 style=\"text-align: center;\">4. F\u00c5 H\u00c4VST\u00c5NG P\u00c5 BEMANNINGSVERKTYG<\/h4>\r\n\r\n<hr \/>\r\n\r\nEn r\u00e4tt dimensionerad organisation \u00e4r grunden f\u00f6r att\u00a0kostnadseffektivt uppn\u00e5 r\u00e4tt kvalitet och m\u00f6ta kundernas\u00a0servicef\u00f6rv\u00e4ntningar. En \u00f6verbemannad organisation kostar\u00a0on\u00f6digt mycket, och en underbemannad organisation medf\u00f6r\u00a0en f\u00f6rs\u00e4mrad service och kvalitet.\r\nAnv\u00e4nd ett av de verktyg f\u00f6r effektiv resursstyrning och\u00a0bemanning som finns p\u00e5 marknaden. Implementera det\u00a0fr\u00e5n prognos till schema och realtidsstyrning f\u00f6r alla kanaler\u00a0och \u00e4renden.\r\n<blockquote>En vanlig uppfattning \u00e4r att h\u00f6gre kvalitet st\u00e5r i konflikt med minskade kostnader. D\u00e4r har vi en annan syn.<\/blockquote>\r\n<h4 style=\"text-align: center;\">5. F\u00c5 H\u00c4VST\u00c5NG P\u00c5 OUTSOURCING<\/h4>\r\n\r\n<hr \/>\r\n\r\nV\u00e5r erfarenhet visar att de st\u00f6rre kundtj\u00e4nstleverant\u00f6rerna har effektiva verktyg p\u00e5 plats f\u00f6r att arbeta med f\u00f6rb\u00e4ttringar.\u00a0H\u00e4vst\u00e5ngen fr\u00e5n att ta del av leverant\u00f6rernas expertis \u00e4r\u00a0stor,\u00a0men f\u00f6ruts\u00e4tter ett gott partnerskap med leverant\u00f6rerna.\r\n\r\nNyckeln till en lyckad outsourcing \u00e4r r\u00e4tt kravst\u00e4llning p\u00e5 f\u00f6rm\u00e5gor i kombination med en kommersiell modell i win-win-anda, som driver leverant\u00f6ren till kontinuerliga f\u00f6rb\u00e4ttringar. D\u00e4rut\u00f6ver kr\u00e4vs en v\u00e4ldimensionerad och effektiv best\u00e4llarorganisation med tydligt mandat att driva leverant\u00f6ren p\u00e5 daglig basis.\r\n<h4 style=\"text-align: center;\">6. T\u00c4NK BORTOM KUNDTJ\u00c4NST<\/h4>\r\n\r\n<hr \/>\r\n\r\nHur ett \u00e4rende hanteras p\u00e5verkar ofta stora kostnader inom\u00a0andra delar av f\u00f6retaget utanf\u00f6r kundtj\u00e4nst, t.ex. hembes\u00f6k\u00a0av supporttekniker f\u00f6r bredband, skadereglering inom\u00a0f\u00f6rs\u00e4kringsbranschen eller kreditrisker f\u00f6r bankkunder.\u00a0Reducera indirekta f\u00f6ljdkostnader genom att:\r\n<ol>\r\n \t<li>Rita upp hela \u00e4rendekedjan<\/li>\r\n \t<li>Analysera kostnadsdrivare f\u00f6r f\u00f6ljdeffekterna i \u00e4rendekedjan<\/li>\r\n \t<li>Definiera \u00e5tg\u00e4rder f\u00f6r hur f\u00f6ljdkostnader undviks utan negativ kundp\u00e5verkan<\/li>\r\n \t<li>Prioritera f\u00f6r implementation<\/li>\r\n<\/ol>"],"_modules-below-content_6_text-block-description":["group_page_modules_below-content_text-block_text-block-description"],"modules-below-content_6_text-block-buttons":[""],"_modules-below-content_6_text-block-buttons":["group_page_modules_below-content_text-block_text-block-buttons"],"modules-below-content_9_template":["text-block\/default"],"_modules-below-content_9_template":["group_page_modules_below-content_text-block-template"],"modules-below-content_9_text-block-title":["Sammanfattning"],"_modules-below-content_9_text-block-title":["group_page_modules_below-content_text-block_text-block-title"],"modules-below-content_9_text-block-image":[""],"_modules-below-content_9_text-block-image":["group_page_modules_below-content_text-block_text-block-image"],"modules-below-content_9_text-block-image-overlay":["0"],"_modules-below-content_9_text-block-image-overlay":["group_page_modules_below-content_text-block_text-block-image-overlay"],"modules-below-content_9_text-block-description":["<h4>SUMMERING<\/h4>\r\nEffektiviseringar kan de facto leda till f\u00f6rb\u00e4ttrad kundupplevelse\u00a0och d\u00e4rigenom t.ex. \u00f6kad f\u00f6rs\u00e4ljning \u00f6ver tid, samtidigt\u00a0som\u00a0kostnaderna reduceras. Jobba med detta proaktivt och\u00a0kontinuerligt\u00a0och vinn mark gentemot konkurrenterna.\r\n\r\n[caption id=\"attachment_3006\" align=\"alignnone\" width=\"2725\"]<img class=\"wp-image-3006 size-full\" src=\"https:\/\/axholmen.com\/wp-content\/uploads\/2022\/03\/customer-service-2-sv.png\" alt=\"\" width=\"2725\" height=\"1443\" \/> Figur 2: Summering[\/caption]\r\n\r\n<img class=\"alignnone size-full wp-image-3010\" src=\"https:\/\/axholmen.com\/wp-content\/uploads\/2022\/03\/customer-service-summering.png\" alt=\"\" width=\"1200\" height=\"627\" 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