Customer Interaction Management (CIM) Solutions offer the double advantage of increasing workers' productivity while reducing training costs. It frees up precious time and resources for innovation, process improvements and employee development.
In contact centers and customer facing scenarios the CIM solutions can help reduce average handling time (aht) and improve the customer experience. This benefits both on the call center agent level, in terms of maximizing individual agent performance, as well as improving efficiency and standardizing the entire contact center operations.But more than anything else, the biggest benefit is in terms of customer satisfaction as a result of faster and effective resolution of queries, requests or complaints.
The uniqueness of our solution lies in its ability to proactively present the most pertinent agent response to the customer, whether complaint handling or cross sell/up sell and connect to existing applications without “heavy”, intrusive, time-consuming IT integration.
I see businesses, especially in financial services, insurance and contact centers gaining significant benefits from these solutions. The front-end customer service executives in these industries usually need to internalize a great deal of information about multiple products and their myriad features, regulations and conditions and draw upon their knowledge in real time, on the job, while transacting processes with customers.
I believe that CIM solutions can transform a customer service organization from being slaves of data to being masters of customer relationship management.
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(Saurabh Mittal is Head – Electronic Performance Support Systems at TATA Interactive Systems)
