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The mobile, social, analytic, internet of things, and big data capabilities built into modern best practices have enabled organizations to dramatically improve first-contact resolution. Manage incident status more effectively by monitoring and interacting with your entire enterprise throughout the resolution process. Take advantage of the cloud to securely research and report incidents on one consolidated knowledgebase that spans channels and departments. Use the following modern best practice as your roadmap to an optimal customer service experience.
Record customer contact via email, phone, web, chat, or social media.
Consolidate multi-channel customer data.
Create and assign incidents to provide personalized interaction and service.
Research answers from internal knowledge repository and external sources.
Prioritize incidents and assign to expert agent.
Apply/provide solutions. Close incident and collect customer feedback.
Automatically incorporate new information into knowledge repository.
Process applicable charges.