Customer Service Transformation

Outcome: Lower cost to serve without lowering satisfaction. Problem: Contact volume rises, agents spend a third of each case searching, and the portal deflects nothing because it was built around the org chart rather than the reasons people get in touch. Includes: Case driver analysis · Console redesign · Omni-Channel routing · Knowledge restructuring · Self-service portal · Optional Agentforce deflection · CSAT instrumentation. Timeline: 01 Driver analysis (2 wks) · 02 Console and routing design (3 wks) · 03 Knowledge remediation (parallel) · 04 Build (6–8 wks) · 05 Pilot queue · 06 Rollout and measurement. We measure: Contacts per driver · Average handling time · First-contact resolution · Deflection rate · CSAT · Agent effort score.