The hottest salesforce brings Kanban into Hu

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Salesforce brings Kanban into the call center

translated by Lao Qin ye

CTI Forum () news on August 14 (compiler/Lao Qin): for those who are not familiar with this term, Kanban refers to a methodology pioneered in Toyota, which affects the development and continuous improvement of just in time inventory management

today, these two ideas dominate the world of manufacturing and extend to the development of EH technology. Kanban is a method to manage work and workflow through visual input rather than words. It has been very successful in helping production managers get a sense of work in queues and processes

earlier this year, salesforce added Kanban to the sales cloud, which is now part of the service cloud

leakit is a company committed to helping customers improve their business performance. According to the company's philosophy, we process pictures much faster than words. In fact, reading looks like work, and understanding the information conveyed by pictures is subconscious. Leankit's advice is:

visualization. By creating visual models of work and workflow, you can observe workflow through Kanban system. Visualizing work -- working with blockers, bottlenecks, and queues -- can promote instant communication and collaboration

restrict work in the process. By limiting the amount of unfinished work in the process, you can reduce the time a project travels in the Kanban system. You can also avoid problems caused by task switching and reduce the need to constantly reorder projects

focus on workflow. By using work in process (WIP) constraints and development team driven strategies, you can optimize the Kanban system to improve the fluency of work, collect indicators to analyze the process, and even obtain leading indicators of future problems by analyzing the workflow

continuous improvement. Once your Kanban system is in place, it becomes the cornerstone of a culture of continuous improvement. The team measures its effectiveness by tracking the process, quality, throughput, leadership time, etc. Experiment and analysis can change the system and improve the effectiveness of the team

in a Kanban based support process, the case will be color coded, moved from the bucket marked as suspended, and completed in the process. Colors may represent a kind of service problem. Instead of letting the system send work cases to the agents, they are selected according to professional knowledge. For example, an agent whose major is yellow events may give priority to the cases represented by yellow. When there are no yellow cases, the seats may return to secondary professional issues

this sounds simple, but its job is to put the best assets in a specific case. Assets and needs are put together, and they should improve work and customer satisfaction. It may make the indicators and analysis data look better

this sounds like a natural state of calling and adding function centers to components, and salesforce seems to be secretly inserting, or at least providing this improved method for managing call center workflow

kanban seems to be able to work well with another idea that surfaced earlier this year. You may remember a story I wrote in February about the personality types of call center agents. Those old empathists began to be replaced by those who could quickly find the root cause of the problem and solve it

what matters is not the type of personality, but the needs of customers, which stems from the need for efficiency and fast results. In other times, customer service often hinders speed, efficiency and fast results. Detailed in 2011, the total output value of China's packaging industry reached more than 1.3 trillion yuan, scripted response, multiple disconnected systems, each system contains some useful information cores, and strictly abides by outdated metrics such as average processing time, which poses challenges for customers and seats

if Kanban really begins to penetrate into the service center and its workflow, it may be the eve of a revolution. It is undeniable that most CRM technology operation methods used for customer service: full automation tends to transfer expensive call processing to more cost-effective channels such as social media, e-mail, FAQs and automated systems. However, although this has worked, at least for simpler problems, today's call centers are increasingly under call pressure to avoid water leakage when the temperature changes, and there is no automatic solution, which is probably the most suitable for Kanban

kanban's first three principles of visual process, which restrict work to the process and focus on the workflow in the process, are all things that the controller can grasp and implement when simplifying the service process. All this has led to improved service levels without significant rip and replacement strategies that may have scared away many call center managers in the past

my view

salesforce inserted Kanban into the latest release, perhaps to signal a new direction of service. If so, this is consistent with the previous efforts of the company

salesforce has been carefully avoiding taking sides in the methodological debate for many years. It does not accept any single method of customer relationship management. It strives to provide tools that most enterprises can adapt to their special processes

kanban seems to be so; It is useful, but not mandatory. This is evolution, not revolution. There will be early adopters. As their call centers run better and continue to improve, they are likely to gain huge benefits

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