Customer Service Management

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Integration with phone system: screen pops when a member calls it pulls up the member information via phone number or member id
Availability for all relevant departments to access and use the system
Follow up tasks and how to see the tasks that need to be followed up. Ticklers that indicate there is a follow up task due
Reported in the user interface (dashboard)
- User specific work pipeline and tasks due. At risk tasks,
- Management ability to oversight. Manager level view
CSR genesis call system manages the CSR resource planning and work load.
- CSR level 1 and they need to escalate to a level 2 workflows
- Manage task workflow by user and create workbasket basket type functionality to move work when appropriate
Ability to identify tasks in the workflow that need to be moved due to vacation, illness person leaving etc and have a easy way to retake
Claims and other data on all the member and want to access it in a certain section in CRM. Real time
FAQ for customer service to access. Think chatgpt to create a helper widget helper
- Helpful links to other data like summary benefits
if the phone system is integrated with the CRM then real time statistics on call time etc.
- CSR to see calls holding, call time, calls successful.
- For example 6 calls in queue need to get going

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