{
  "docId": "019dd923-5de0-76bd-a16a-c8e486b973aa",
  "docSlug": "2e6a46750b0522a3",
  "documentTitle": "Customer Service Excellence 2022",
  "authorId": "Deloitte",
  "authorName": "Deloitte",
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  "slideType": "diagnosis",
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  "density": "overcrowded",
  "nDataPoints": 22,
  "notes": "The slide uses a dual-chart layout to correlate operational processes (tools, assignment) with performance scores (ES/CS).",
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      "kind": "callout",
      "text": "Don't allow someone else to assign the enquiries to the employees, if it is not done automatically!",
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      "kind": "chart",
      "text": "DO WE HAVE THE RIGHT TOOLS?",
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      "kind": "chart",
      "text": "HOW ARE CUSTOMERS' ENQUIRIES ASSIGNED TO EMPLOYEES",
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      "text": "In CSCs that rate their tools as excellent both CS and ES are high. However, only a limited number of leaders consider that they have excellent tools (Central: 15%, Nordics: 23%, West: 9%). Interestingly the insufficient tools affect employees more than customers.",
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      "kind": "list",
      "text": "Most respondents believe they have accurate as well as good tools to handle their work. West is slightly less satisfied than the Nordics and Central.",
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      "text": "It is interesting to see that when employees can focus less upon doing the admin behind the enquiries, both ES and CS are higher. Employees prefer to have the enquiries assigned automatically to them over selecting by themselves.",
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      "text": "This is in line with other global reports' trends showing that there is still much to do to uplift employees' daily life when it comes to tools and IT to enable them to carry out their work.",
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      "text": "Nordics and West - more than 50% of the enquiries are automatically assigned, whereas in Central the most used model is still employees picking their work by themselves (42%).",
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      "text": "Satisfaction Score: 3.77",
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      "kind": "title",
      "text": "Facing employee's daily life: support employees with the right tools!",
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