What CIM did for us

How about an 8-12% increase in backend results.

Ever ask your software vendor if the have ever used the the product they are selling? Would you be surprised if they said "Yes".

Well here it is: our own testimonial from the front line of our contact centers.

The benefits cited previously, though representative of our use as a service bureau, should be to various degrees what you should experience. In our case, the standouts were:

• Increased conversion rate. Simply stated, CIM scripting made more of the 'right' decisions for more agents. It improved the effectiveness of the veterans and flattened the learning curve for new-hires or cross-trains. The amount varied by campaign. Note: rate indicates an increase in effectiveness, not an increase in the number of conversion. (See #2).

• Increased conversions. CIM scripting resulted in less talk time which increased the number of conversions. It enabled agents to deliver a "best practices" presentation in a more consistent fashion then the 'call guides', 'speaking points' or rote training used previously.

• Less supervision/greater motivation-providing business/productivity analytics to the desktop enabled agents to compare their performance with others on the same team and self-rehabilitate. Supervisors focused on the far fewer agents that now needed their attention.

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