Utilities Solution Webinar recording - Analyze rework rates across SAP exceptions

Deliver next generation customer service for Utilities running SAP

It’s critical that your agents are fixing exceptions first time and are not generating re-work for themselves or others. But how can you know the effectiveness of your Back Office if you do not have the analytics on re-work ratios?

In this recording we’ll demonstrate how you can measure the amount of rework being generated to fix either broken processes or incorrect agent behaviour.

These tips are designed to improve your back office efficiency by configuring thresholds for expected exception volumes.

We’ll also provide hands on examples of how Boomerang can analyze rework rates across all exception case categories and enables you to adjust the workload accordingly.

Utilities Solution Director Trevor Ticehurst has wealth of experience in software development and consulting, and leads the Utilities Practice for Basis Technologies to deliver game changing products that transform the customer experience. He'll be drawing on his expertise to discuss some of the key issues customers face when running SAP for Utilities.