Running an efficient utilities call center requires a well-tuned software solution to support the fast paced work environment of call center agents.
You probably know that you can configure and enhance the SAP CRM for Utilities application to suit your requirements. Reading the customizing documentation and application help is always good, but sometimes you would like to understand the pros and cons of the different settings.
The document Setting up a Best-Run Interaction Center can help you with these questions.This document also offers tips on how to perform enhancements.
For example, which settings can influence the Account Identification process? What configuration is more suitable for your call center? In this document, you will find details about the relevant customizing options as well as the pros and cons of each configuration.
Would you like to set-up an alert if the confirmed account has, for example, a planned disconnection? Would you like to change the way the address is displayed based on the country your clients are calling from? You can find these answers and many more, in this best practices guide.
Who is the guide for ?
The guide is primarily intended for customers using SAP CRM for Utilities EHP2 and lower.
Use this document to:
- Learn about functional and technical details of all relevant utilities call center processes
- Understand best practices, tips and tricks, and enhancement options
- Improve your call center implementation
- Avoid usability, process and performance issues