Learn the key features of the standard email response templates contained in the Employee Interaction Center (EIC) and see how to set up new templates. These standard response templates allow the EIC call center agents to provide consistent and reliable responses to employee queries.
The Employee Interaction Center (EIC) is a centralized call center application that is part of SAP’s shared services offering. It delivers employee information to your contact center agents and empowers them to capture the details of an interaction with an employee. One of the features of EIC is to enable agents to have email correspondence with employees or external contacts. The agent can select a standard response template from a list of available standard responses and use that as a template for a new email.
Standard email response templates are a fast and convenient tool that allows shared service centers to set up consistent and reusable templates. This results in employee communications that are fast, accurate, and reliable, and leads to the overall success of the shared services organization.