Collaboration

#The best answer often sits with someone else

Many requests do not fail for lack of will but for lack of one piece of information held somewhere in the organisation. In accounting, in the field team, in legal. Whoever reaches that person quickly resolves the request in the first contact.

That is why collaboration at Univerx sits on the same desktop as phone, chat and email. No second program, no hunting for contact details, no callback the next day.

#What a quick question looks like

1. Spot the question. A customer asks about a special arrangement the team rarely handles.
2. Find the expert. The agent searches by topic and sees who is available right now.
3. Settle it. One chat message, one answer, while the customer stays on the line.
4. Close or hand over. Either she answers herself, or she transfers with context.

First contact resolution does not rise through pressure but through short paths. Collaboration on the desktop is one of the shortest.

#Customer work beyond the contact centre

The contact centre is not the only team talking to customers. Branches, case workers, field staff and specialist departments do so every day. With Univerx they work in the same environment, see the same history and reach each other the same way.

That changes handovers. A case moving from service to case work travels with its history. Combined with task routing it reaches the right person, not a general inbox.

#Presence without surveillance

Presence is a tool for working together, not a control instrument. What is visible is whether someone can be reached, not what someone did all day.