SP-CIM leverages the scripting capabilities of the StarPerformer platform enabling end-users to implement logic and forms that can guide agents through the interaction processes while at the same time it gives them a unified, single point of control over the underlying support systems.
SP-CIM includes a desktop continuously updated digital dashboard or 'personal leader board'. Front line personnel can see how their business results compares with the rest of the team-and be motivated.
Managing the customer interaction with StarPerformer assures the consistent delivery of a quality experience and can improve employee effectiveness and efficiency.
A single point of access to all other resourcesInterface to other applications and multiple data sources
Combine results into a single, cogent offer or response
Initiate/terminate other applications
Manage interaction with dialers, ACDs and call recorders
Record all or only portions of all or a specific types of calls or e-mail.Rapid and highly flexible script developmentFlexible is a word that is used to often to describe inherently limiting, point and click script building solutions. SP-CIM assures flexibility with the use of a scripting language.
Order, content and most importantly logic are unconstrained by any preconceived notion of how this capability is to be used.
Speech enabled data/text entry
- Employee, Team and facility
- Customer/Prospect demographics
- List content and media source
Performance Analytics and Drivers -The
right information, in the right place , at the right time
Establish user-defined performance goals for individuals, teams and facilities.
Frontline personnel get 'personal leader bars' and their Supervisors get
individual and teams statistics
- Real-time tabulation and reporting of productivity-contact, conversion, and
- Real-time tabulation and reporting of business results (KPI)
- Available to the contact center representative between contacts
- Available to supervisors at any time
- Comparative analysis of results by-
To see the benefits, the many different ways it can be implemented, vendor compatibility and what it did for us
See a reps desktop personal leader bar and Supervisors agent-team reports