Service Operations Optimization

SAS® for Service Operations Optimization

Transform your service organization from a tactical cost center to a strategic profit center

SAS for service operations optimization helps you monitor, analyze and optimize service operations.

By optimizing resource utilization, SAS for service operations optimization reduces the overall costs of serving and managing existing customers. It also increases customer lifetime value by enabling more product and service cross- and up-sell opportunities.

Benefits

Optimized customer satisfaction levels.

SAS for service operations optimization measures, identifies and optimizes customer satisfaction levels throughout the customer life cycle, including measuring the impact that individual agents have on satisfaction levels. The solution also identifies the root cause of customer dissatisfaction so you can quickly resolve both individual and systemic issues.

Increased productivity.

SAS for service operations optimization monitors agent and technician performance to identify areas for improvement. By providing near-real-time, comprehensive performance dashboards, the solution allows agents and managers to quickly identify both individual and departmental issues for improved performance, optimization of staff resources and the elimination of unproductive activities.

Quality improvement and management.

SAS for service operations optimization rapidly identifies quality issues and trends occurring at the individual, team or departmental level, allowing the quick resolution of any problems. Management and agents receive continuous feedback so they can improve the overall quality of the customer service experience.

Screenshots

Features

Service Operations Optimization for desktop
  • Call pattern analysis.
  • Call resolution analysis.
  • Financial analysis.
  • Suspect claims analysis.
  • Performance ranking.

Recommended Resources

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