BlackCRM - CRM for World-Class Call Centers

E 2.0 Empowered Case Management: A highly productive and powerful case management interface that leverages all the efficiencies of web 2.0 to give agents an agile and easy-to-learn interface that works the way today’s support agent expects technology to work.

Knowledge Centered Support: Capture and reuse the knowledge of your agents, customers, and communities to increase call deflection and self-service success while decreasing time-to-publish and time-to-proficiency. Knowledge centered support is the adopted practice for scaling your support center to handle a larger scope and volume without increasing costs.

Kepner-Tregoe Resolve^SM: KT is the only proprietary methodology acknowledged by ITIL^® as the best practice for problem analysis and troubleshooting. KT Resolve^SM dramatically increases performance against key indicators helping organizations transform their support function from a cost center to a competitive advantage.

E 2.0 Collaboration: Collaboration is the cornerstone of problem resolution. In the absence of technology, agents still collaborate over the wall or on the phone to help gain the knowledge needed to resolve a customer issue. Highly integrated collaboration tools facilitate the internal collaborative process giving it greater reach and can include the customer, speeding case resolution.

E 2.0 Community Management: Communities sponsored by your company (corporate blogs, forums, etc.) and those not sponsored by your company (twitter, blogs, external discussion boards, Facebook, etc.) are interacting and affecting the view of your company’s level of service and support. Using the community management module, you can gain insight into what is being said and interact with those communities to show your support and interest.