BMC Helix for Customer Service Management

The expectations of both customers and employees are higher than ever. To stay competitive and relevant requires delivering an exceptional, personalized experience. This means meeting the customer in their channel of choice; using their status, sentiment, and history to customize engagements; and empowering employees to quickly and accurately address issues.

BMC Helix for Customer Service Management is an end-to-end solution for delivering exceptional customer service that:

• Allows you to anticipate customer needs

• Makes your employees proactive in their customer interactions

• Delivers experiences that drive customer loyalty

• Improves your customer service processes and talent

• Transforms your customer service into a differentiator

Contact Center Managers have complex responsibilities when it comes to teams, individual agents, and customers. The dynamic nature of the role requires the right tools and data to assess and act on everything from agent performance, productivity, and customer service quality.

BMC Helix Customer Service Management (CSM) assists Contact Center Managers with these benefits:

• Continuous Service Improvements provides metrics for individual agent and group performance, customer survey results, and more

• Agent 360 has domain and soft skill indicators to support the development of both for a more holistic customer service approach through agent training and badges

• Service Quality focuses on understanding the customers’ experience during the case journey

Frontline, resolution and service quality agents all contribute to customer satisfaction. Empower them to address customer inquiries and concerns quickly and effectively

BMC Helix Customer Service Management helps agents by offering:

• Agent Assist guides agents to ask the right questions, to provide First Contact Resolution (FCR), including sales promotions, discounts based on customer profile, refund processes, and more

• Additional Info provides resolution agents with first contact details to help expedite cases

• Next Activity provides a visual case progression timeline, Next Case queue, and guided actions based on case status and group entitlements

• Intelligent Routing ensures agents are assigned based on domain skills, case categorization, customer segment, products, and services