CEO Perspective
“Customer Satisfaction is WORTHLESS, Customer Loyalty is Priceless.”—Jeffery Gitomer (notable sales and marketing consultant)
Top line revenue growth is essential to every business and the loyalty of your customers will have a major impact on your revenue growth. As Jeffrey Gitomer will tell you, there are many ways to drive customer loyalty. There are also many ways to destroy it. Do you know how your customer’s would describe their experience when they call you for support? Or, to buy something? Or when they send you an email? Or visit your web-site and need assistance?
The Interactive Intelligence Customer Interaction Center® (CIC) was designed to allow your organization to deliver superior service when your customers interact with you. Interaction Center is an all-in-one contact center solution. This means that all of the technology and tools that your team needs are integrated software features. There is no need to buy additional boxes and integration services to add such important capabilities as: multi-channel customer contact options (e.g. voice, email, chat), Web-based eService and self-service automation, quality monitoring, call recording, customer feedback surveys, skills routing, and more. See our message to your Contact Center Manager for information on how these tools help you deliver superior service.
You can’t manage what you can’t measure. The all-in-one IC platform system provides a single reporting system that tracks every customer interaction, whether voice, fax, email or chat, from cradle to grave and provides over 100 standard historical reports as well as real time monitoring tools and custom reporting capabilities. This allows you to:
- Set and track meaningful performance goals historically or in real-time
- Measure the success of marketing and advertising campaigns
- Collect and analyze the ‘voice of the customer’
- And much more…..
So all this technology sounds great, but we all know that technology doesn’t solve process and business problems by itself. That’s where Altivon comes in. Altivon is a true ‘value-add’ business partner that will work with your team to customize, configure and integrate the technology to meet your exact business needs. We will also train your technical staff, business managers and users on industry best practices and how to get the most out of the system/investment. Furthermore, we provide a full set of service offerings to keep you performing at a high level. Altivon has been helping our customers elevate the communications experience of their customers since 1989.
The IC Platform is also very capable of saving you money too. Support of remote agents is a standard feature. Workforce Optimization options are available to help you manage and track your people costs, which typically represent about 70% of your contact center cost. To further review the cost savings aspect and ROI see our message to your CFO. We have also future-proofed the IC platform, see our message to your CIO.
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