{"id":45394,"date":"2022-09-30T13:20:06","date_gmt":"2022-09-30T12:20:06","guid":{"rendered":"https:\/\/leaddesk.com\/?p=45394"},"modified":"2022-10-12T09:45:27","modified_gmt":"2022-10-12T08:45:27","slug":"vad-kravs-for-att-bli-bast","status":"publish","type":"post","link":"https:\/\/leaddesk.com\/sv\/blog\/vad-kravs-for-att-bli-bast\/","title":{"rendered":"Vad kr\u00e4vs f\u00f6r att bli b\u00e4st?"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"<p>P\u00e5 Teknas \u00e5rliga konferens, Kundservicedagene, mottog SpareBank 1 SR-Bank pris f\u00f6r B\u00e4sta Kundservice fr\u00e5n KSindeks i branschkatetogrin bank! Vi har pratat med May Bente K. Olsen, avdelningschef f\u00f6r kundservice p\u00e5 privatsidan hos SR-Bank, om hur de har lyckats n\u00e5 s\u00e5 goda resultat f\u00f6r att vinna detta priset i \u00e5r. Vilka \u00e4r framg\u00e5ngsfaktorerna f\u00f6r att lyckas inom kundservice?<\/p>\n","protected":false},"author":42,"featured_media":45849,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":""},"categories":[2233],"tags":[],"acf":{"blocks_en_new":[{"acf_fc_layout":"hub_subhero","acfe_flexible_toggle":false,"title":"Vad kr\u00e4vs f\u00f6r att bli b\u00e4st?","content":"","subhero_image":45849,"buttons":null,"style":"--purple","subhero_tags":false,"subhero_readtime":false,"reading_time":"3","title_html":"h1","unique_css_name":"","custom_css":""},{"acf_fc_layout":"text_editor_wysiwyg","acfe_flexible_toggle":false,"text-content":"<em>P\u00e5 Teknas \u00e5rliga konferens, Kundservicedagene, mottog SpareBank 1 SR-Bank pris f\u00f6r B\u00e4sta Kundservice fr\u00e5n KSindeks i branschkatetogrin bank! Vi har pratat med May Bente K. Olsen, avdelningschef f\u00f6r kundservice p\u00e5 privatsidan hos SR-Bank, om hur de har lyckats n\u00e5 s\u00e5 goda resultat f\u00f6r att vinna detta priset i \u00e5r. Vilka \u00e4r framg\u00e5ngsfaktorerna f\u00f6r att lyckas inom kundservice?<\/em>\r\n\r\n<em>KSindeks \u00e4r Norges st\u00f6rsta unders\u00f6kning om kundservice, d\u00e4r Kantar fr\u00e5gar 40 000 kunder varje \u00e5r och f\u00e5r svar fr\u00e5n 20 000 personer som har varit i kontakt med ett f\u00f6retag. Priset delas ut av Kantar i samarbete med Tekna och LeadDesk (tidigare Loxysoft).<\/em>\r\n\r\nLeadDesk \u00e4r SpareBank 1 SR-Banks leverant\u00f6r och vill d\u00e4rf\u00f6r ber\u00f6mma insatsen som ligger till grund f\u00f6r vinsten. R\u00e5dgivarna som har kontakten med kunderna f\u00e5r mycket ber\u00f6m och goda ord av May Bente K Olsen, och hon s\u00e4ger att de ska ha mycket av \u00e4ran f\u00f6r att kundserviceniv\u00e5n \u00e4r s\u00e5 h\u00f6g. De anst\u00e4llda har jobbat h\u00e5rt och blev sj\u00e4lvklart v\u00e4ldigt glada f\u00f6r segern, s\u00e4rskilt eftersom att det har varit ett hektiskt och kr\u00e4vande \u00e5r f\u00f6r SR-Bank. Det har varit ett stort antal kontakter, b\u00e5de via telefon, chat, mail och p\u00e5 kontoren.\r\n<h2>Systemen \u00e4r en viktig del av kundservicen<\/h2>\r\nDet var en stor f\u00f6rv\u00e4ntan n\u00e4r SR-Bank flyttade till ett nytt huvudkontor 2019, vilket innebar att personalen som arbetar med kanalerna telefoni och chat skulle samlokaliseras. Med anledning av detta var det oerh\u00f6rt viktigt med stabila system, s\u00e4ger May Bente K. Olsen. SR-Bank la om produktionen till nya servrar och var d\u00e4rf\u00f6r sp\u00e4nda inf\u00f6r flytten.\r\n<blockquote>\u201dDet har g\u00e5tt v\u00e4ldigt bra. Vi har inte haft n\u00e5gra speciella utmaningar vad g\u00e4ller systemen kopplade till flytten och samarbetet har g\u00e5tt mycket bra mellan LeadDesk och v\u00e5r IT-avdelning.\u201d - May Bente K. Olsen<\/blockquote>\r\nDet \u00e4r viktigt, inte bara med flytten i \u00e5tanke, att systemen \u00e4r v\u00e4ldigt stabila varje dag s\u00e5 inloggning sker effektivt och att man inte helt pl\u00f6tsligt blir utkastad.\r\n<blockquote>\u201dVi har upplevt att systemen som vi f\u00e5r fr\u00e5n LeadDesk \u00e4r v\u00e4ldigt stabila,\" - May Bente K. Olsen<\/blockquote>\r\nLeadDesk levererar b\u00e5de kontaktcenterl\u00f6sning ICC och bemanningssystemet ProScheduler till SpareBank 1 SR-Bank.\r\n<h2>Systemen kopplade till resultat<\/h2>\r\nAtt ha tillr\u00e4ckliga resurser och de r\u00e4tta personerna p\u00e5 plats \u00e4r ocks\u00e5 en viktig del f\u00f6r att kunna lyckas inom kundservice. SR-Bank har lyckats att minska sin responstid med hela 50 sekunder.\r\n\r\nF\u00f6r att kunna besvara s\u00e5 m\u00e5nga kundsamtal son m\u00f6jligt samt undvika k\u00f6er \u00e4r det viktigt med en bra bemanningsplanering, d\u00e4r den st\u00f6rsta trafiken sker via telefon. SR-Bank har en v\u00e4ldigt varierande trafik med varierande toppar under veckorna och m\u00e5naderna och \u00e4ven olika perioder d\u00e4r det \u00e4r hektiskt. May Bente K. Olsen s\u00e4gar att det d\u00e4rf\u00f6r \u00e4r viktigt med bra verktyg, d\u00e4r de bland annat anv\u00e4nder ProScheduler. Med ProScheduler s\u00e5 lyckas SR-Bank att bemanna med r\u00e4tt personal vid varje givet \u00f6gonblick.\r\n<blockquote>\u201dDet \u00e4r viktigt att ha en bra dashboard f\u00f6r att se om det \u00e4r k\u00f6 och klara av att styra den, ber\u00e4ttar May Bente K. Olsen. Vi har arbetat h\u00e5rt med att b\u00e5de besvara snabbt och att ge goda rekommendationer i samtalen. D\u00e5 \u00e4r det v\u00e4ldigt gl\u00e4djande att f\u00e5 just den responsen fr\u00e5n kunderna som deltog i unders\u00f6kningen\u201d<\/blockquote>\r\n<h2>Grattis till segern!<\/h2>\r\nSpareBank 1 SR-Bank \u00e4r v\u00e4ldigt glada \u00f6ver att vinna KSindeks pris f\u00f6r B\u00e4sta Kundersverice i branschkategorin Bank. De \u00e4r stolta \u00f6ver det h\u00e5rda arbetet som har lagts ner f\u00f6r att kunna uppn\u00e5 denna niv\u00e5n p\u00e5 sin kundservicekanal. De st\u00e5r fast vid sin strategi och f\u00f6rs\u00f6ker att f\u00f6rb\u00e4ttra den fr\u00e5n \u00e5r till \u00e5r.\r\nSystemen som har levererats \u00e4r en viktig del f\u00f6r att kunna ge den b\u00e4sta kundservicen till kunderna, d\u00e4r bland annat ProScheduler hj\u00e4lper till s\u00e5 att de \u00e4r bemannade med tillr\u00e4ckligt antal personer och kan prognostisera kommande trafik. Stabilitet i systemet \u00e4r ocks\u00e5 en v\u00e4ldigt viktig framg\u00e5ngsfaktor f\u00f6r att lyckas inom kundservice. Resultaten kan l\u00e4tt p\u00e5verkas av d\u00e5lig stabilitet i systemen.","text-script":"","unique_css_name":"","custom_css":""}]},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.5 (Yoast SEO v22.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Vad kr\u00e4vs f\u00f6r att bli b\u00e4st?<\/title>\n<meta name=\"description\" content=\"P\u00e5 Teknas \u00e5rliga konferens, Kundservicedagene, mottog SpareBank 1 SR-Bank pris f\u00f6r B\u00e4sta Kundservice fr\u00e5n KSindeks i branschkatetogrin bank! Vi har pratat med May Bente K. Olsen, avdelningschef f\u00f6r kundservice p\u00e5 privatsidan hos SR-Bank, om hur de har lyckats n\u00e5 s\u00e5 goda resultat f\u00f6r att vinna detta priset i \u00e5r. 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