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TSIA Benchmark data shows that customer email volumes continue to increase in technology support operations, while the service levels of email incidents have declined. Email response management systems can improve service levels for customer emails by auto-responding to repetitive questions, auto-suggesting replies to agents to streamline email processing, and auto-routing inbound emails to the correct person or group, eliminating manual reviews and routing. However, TSIA Research has found that even though multichannel management technology, including ERMS, is highly adopted, few companies are taking advantage of the efficiencies possible with email automation. In this document, TSIA Research recommends ten best practices to maximize the effectiveness of an ERMS, increasing the ROI for a new or existing ERMS implementation.
VP Research, Technology and Social, TSIA
Publish Date: February 25, 2014
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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