Customers of Lawson Software, a US provider of enterprise performance management, distribution, procurement and human resources software, convinced the company to provide real-time support over the web. The company’s 131 agents provided primary support to 2200 world-wide customers its products from the Global Support Centre (GSC) in the US and a centre in the UK. Agents handled toll free calls with a target of 80% of contacts answered within two minute, but issues could be comprehensive and on...

BPIR Categories

10.2.1 Establish info/knowledge management systems
10.2.2 Acquire & collect information/knowledge
1.3.2 Determine & provide customer contact mechanisms
7.3.1 Respond to information requests
15.2.1 Customer satisfaction, accolades, awards

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