Key benefits for your contact center

Script driven solution that does the "heavy lifting"
  • Implement your business strategy your way-scripting defines flexibility-if you can think it, you can script it.
  • Access to all critical information through a single interfaced means more satisfied customers-survey have shown  the first/final resolution to be a significant contributor.
  • Customer acquisition: you only get one chance to make a good first impression. Informed, knowledgeable personnel is a way to maximize that single opportunity.
  • Increase productivity-less call holding/talk time means more calls.
  • Increase effectiveness-enabling frontline personnel to focus to do what they do best improves conversions.
  • Reduce turnover-success is the greatest reward for agents and reinforces desire to remain
  • Rapid development means more fully automated programs can roll out sooner, and a more responsive environment to an immediate need to change scripts and the process once in place.
  • Use of speech to enter data or wrap-up notes reduces back-end processing time and money-consistency of content provides for the replacement manual inspection of textual data with programmed logic.
Interaction with other systems
  • Improve the ROI on all underlying data/voice technologies- CRM systems are not designed to be responsive to change. The costs of simply implementing them are staggering. Putting a CIM face on CRM or other staticly structured corporate resources can:

 
  • Extend the life of older, proven systems
  • Reduce training time-personnel are guided and the need to learn multiple, different systems is eliminated
  • Economies of scale/less cost to support-critical mass of personnel trained on a single system.
Reporting
  • KPI comparisons and other information displayed on the desktop can motivate and increase targeted business results.
  • Motivation:You can tell an agent that they can do better, but having a personal leader board shows them they can.
  • Less coaching/counseling down time: Knowing how they are doing can provide an incentive to modify their behavior without intervention.
  • Combines with Q/A to identify what works/what doesn't
  • Help identify habits of StarPerformers

  1. preserve that investment while addressing immediate and ever-changing needs of front line marketing and support.
  2. reduce the cost of ownership for the far more expensive CRM solution