Improving the Odds for a Better Experience
Benchmark research from Ventana Research shows that for phone interactions, “the primary negative experiences for customers are waiting a long time in a queue, navigating through a complex interactive voice response (IVR) system, having to repeat information, talking with an agent who has a bad attitude, being passed repeatedly from one system or agent to another and most of all, not getting the issue resolved. Conversely, good experiences include talking with a pleasant, knowledgeable agent and getting the issue resolved at the first contact. Beyond that, excellent experiences include having the agent recognize you, know all about you (including your past interactions regardless of the communication channel) and personalize the response (such as making a special offer).”
Make a Better Match and Improve Your Outcomes with IBM RAMP and Cincom Synchrony
Cincom Synchrony uses IBM’s Real Time Analytics Platform (RAMP) to match customers with agents. It leverages sophisticated applied analytics and call-routing processes to successfully match customers and agents for a more productive interaction and outcome. This matchmaking is the first step. Then Cincom Synchrony takes over to guide the agent to deliver the optimal experiences and smarter interactions that are valued by both the customer and your organization.
- IBM RAMP and Success-based Routing – The First Step Toward a Better Customer Experience (PDF)
- Cincom Synchrony Collaborates with IBM to Enhance Call Center Customer Experience (News Release)