BPM | Unexx

Most of big french companies front-office are machines : internet services, interactive vocal responders. And when it is not automated, call center operators are difficult to reach, they have not the good level of knowledge to answer customers questions, and customers have still to pay through call taxation. In other cases, delivery is done by employees or subcontractors who are not deemed nor able to endorse company point of view.
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Trade off is on one hand rising the number of services offered to customers and on the other mitigating front end costs. Then, all operations are executed processes unless a grain of sand requires a human actor to fix a little unattended situtaion which may become pain in the neck for a customer. (cf comte bougainville conference)
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This situation is often encountered with telecom operators, railway operators and in some respect flight companies.
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Tag: BPM