MISS DIG 811 implemented the Cisco Customer Journey Platform, which has transformed them into an agile and modern organization. When someone submits a notification, by either phone or the web, the NSRs follow up with the notifiers via email, chat, and phone. These new communications channels make the NSRs significantly more productive. Now, MISS DIG 811 can route calls to the NSRs that can best meet the needs of the callers, based on the request and profile of the caller. For example, experienced contractors can be connected with NSRs that are able to get down to business quickly. Tentative or first-time callers can be routed to NSRs that can provide education. With the Customer Journey Platform, MISS DIG 811 has a centralized queue for all callers. Callers of the same type with the same need get routed to NSRs trained to meet that need, helping ensure consistent user experiences and information. Because the Customer Journey Platform has an open architecture, MISS DIG 811 will integrate it with its Newtin ticket-entry software—an industry-specific CRM—to display all data about the caller within the Customer Journey Platform agent desktop. NSRs will see previous tickets placed by the caller, which will expedite retransmits and allow the NSRs to provide the caller with their ticket number if they have lost it. This information will also allow the NSR to determine whether the caller is a repeat or first-time caller, so they can interact with the person appropriately. With this integration, the NSRs can provide customer service, in context. And with the Customer Journey Platform’s collaboration features, if a caller’s issue requires escalation, the NSRs can see which manager is available and chat with them before they transfer the call. This has eliminated blind transfers, which makes the callers happier and saves the NSRs time and inconvenience trying to guess who might be available to take the call.
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