Beating Escalation Blues with Intelligent Swarming
Picture this: you are managing a team of 50 IT professionals. You have to bump up the security on about 3000 systems. To move things quicker, you share an email with the employees containing the steps for implementing the changes themselves.
Next thing you know, your team receives about 500 tickets in 2 hours. As a manager, how would you deal with this massive influx?
Well, it depends on the model you’re using.
If you’re using a tiered support model, there’s not much you can do. It follows a linear escalation structure where unresolved tickets pass through rigid tiers and several ques, as depicted in the image below.
But if you follow Intelligent Swarming (IS), a collaborative framework, you got nothing to worry about. It ensures the queries are swiftly resolved by bringing in the collective expertise of a “swarm” of other agents and SMEs as and when required.
Here’s a visual depiction of the impact the two approaches deliver.
The collaborative model (IS) performs better in almost every case. You can see a 9% rise in loyalty, 13% bump in profit margin, 6% drop in attrition, and almost 10% improvement in CSAT score as compared to the tiered model.
IS is an efficient and streamlined approach that lowers MTTR. It builds a collaboration framework across the support team, which helps break the dreaded knowledge silos to improve CX and support efficiency.
According to KCS Academy, around 64% of consumers and 80% of business buyers said they expect companies to respond to and interact with them in real-time.
Fortunately, apps that leverage cognitive technology propel automated ticket triaging, thereby catapulting intelligent swarming. Applications like Escalation Predictor can evaluate and direct support tickets to the best agent on the said topic. It can even extract customer sentiments through tickets and predict the chances of escalation
The Bottom Line
Inconsistent response times can lure customers away. And anytime a customer cut ties, your organization has to deal with its implications. Adopting IS can help you stand out and grow your business with effective triaging, faster skills development, improved employee morale, and increased customer satisfaction.
Consumer trust isn’t disappearing – it’s shifting course. It’s time for you to change the course too. With cognitive technology, you can bridge the gap between what customers want and what support teams can realistically deliver. In case of any queries, feel free to drop a comment or reach out to your dedicated CSM!
Picture this: you are managing a team of 50 IT professionals. You have to bump up the security on about 3000 systems. To move things quicker, you share an email with the employees containing the steps for implementing the changes themselves.
Next thing you know, your team receives about 500 tickets in 2 hours. As a manager, how would you deal with this massive influx?
Well, it depends on the model you’re using.
If you’re using a tiered support model, there’s not much you can do. It follows a linear escalation structure where unresolved tickets pass through rigid tiers and several ques, as depicted in the image below.
But if you follow Intelligent Swarming (IS), a collaborative framework, you got nothing to worry about. It ensures the queries are swiftly resolved by bringing in the collective expertise of a “swarm” of other agents and SMEs as and when required.
Here’s a visual depiction of the impact the two approaches deliver.
The collaborative model (IS) performs better in almost every case. You can see a 9% rise in loyalty, 13% bump in profit margin, 6% drop in attrition, and almost 10% improvement in CSAT score as compared to the tiered model.
IS is an efficient and streamlined approach that lowers MTTR. It builds a collaboration framework across the support team, which helps break the dreaded knowledge silos to improve CX and support efficiency.
According to KCS Academy, around 64% of consumers and 80% of business buyers said they expect companies to respond to and interact with them in real-time.
Fortunately, apps that leverage cognitive technology propel automated ticket triaging, thereby catapulting intelligent swarming. Applications like Escalation Predictor can evaluate and direct support tickets to the best agent on the said topic. It can even extract customer sentiments through tickets and predict the chances of escalation
The Bottom Line
Inconsistent response times can lure customers away. And anytime a customer cut ties, your organization has to deal with its implications. Adopting IS can help you stand out and grow your business with effective triaging, faster skills development, improved employee morale, and increased customer satisfaction.
Consumer trust isn’t disappearing – it’s shifting course. It’s time for you to change the course too. With cognitive technology, you can bridge the gap between what customers want and what support teams can realistically deliver. In case of any queries, feel free to drop a comment or reach out to your dedicated CSM!
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