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