Don’t “manage to averages.” Averages can be very misleading—they can hide large variability in the resources being used and more importantly, in the customer experience itself. Instead, we need to understand how to measure and manage variability in the contact center in order to ensure a consistent customer experience—every time. Join us for this one-hour informational web seminar on managing variability in the contact center.
White Papers & Data Sheets
A companion piece to IBM’s Whitepaper: The Customer Focused Contact Center
In this paper, Cincom examines each of the six categories of the “Customer Experience Framework” as outlined in IBM’s white paper, The Customer-Focused Contact Center (page 11) and answers the questions: How does Cincom Synchrony address each specific area, and how does it deliver value? This paper will help readers understand how Cincom Synchrony uses a realistic, achievable, operational model to deliver competitively superior experiences in the contact center.
Cincom Synchrony’s real-time Intelligent Guidance leverages the insight you have about each customer in the context of each interaction to personalize every experience.
Customers value the deeper connections that are formed through true conversations, not merely transactions. This document reviews the value of emotional bonding and provides best practices for guiding your employees to deliver on your brand promise.
Consumers perceive that a company’s ability to respond to a problem or request has a higher influence on an excellent experience than any other attribute. Learn how to optimize every experience and build customer loyalty.
Recent studies reveal that many contact centers are still caught up in efforts to reduce costs—and losing the battle for customer loyalty and profits in the process. Learn how CEM begins with the customer experience and brand promise and ends with better profits.
Cincom Synchrony helps organizations deliver outstanding customer service and experiences that exceed customer expectations. By proactively managing and synchronizing interactions and transactions, while simultaneously equipping agents with just the right knowledge and resources, Synchrony helps you maximize your customer relationships.
Synchrony’s web-based Universal View provides agents with a contextual view of the customer, including complete customer interaction and transaction history, product history, preferences and more. This consolidated view enables multiple agents to hold “continuous” conversations with customers, with an understanding of previous events, interactions, transactions and other details, across all communication channels.
Synchrony Inbound improves operational efficiency by intelligently queuing and routing interactions across multiple channels and multiple locations, allowing one agent to interact over several channels or multiple agents in various locations to work in the same queue.
Synchrony Outbound provides a comprehensive outbound customer interaction solution for sales, marketing and collection environments. With the outbound capabilities of Cincom Synchrony, you will improve profitability by increasing agent productivity and reducing costs.
Synchrony Analytics (PDF)
Synchrony Analytics empowers managers to make informed decisions by turning information derived from customer interactions and transactions into business insight.