UBM: TECH DIGITAL RESOURCE LIBRARY

Reducing Total E-mail Response Time

Mar 17, 2010

Download One of the core challenges of e-mail management is reducing e-mail response time. Organizations must satisfy their customers' desire for quick e-mail replies, while maintaining excellent response quality. Being able to achieve success in this area can drastically benefit an organization's bottom line. This white paper examines some of the primary difficulties faced by organizations who are trying to improve their email response management. The approach recommended in this document is simplifying the challenge of reducing Total Email Response Time by breaking it down into its three components: Routing Time, Agent Pending Time, and Agent Effort Time. The organization can then implement straightforward tactics to optimize performance in these three areas, with the cumulative effect of significantly reducing Total Email Response Time.


Whitepaper