Business Interaction Manager
The Problem
How do you consistently deliver customer care that will build your customer base and win increased customer loyalty? The care provided by your people must be managed with the customer front and center – using performance management guided by customer experience.
The Solution
Business Interaction Manager is a performance management and analytics solution driven by the customer experience and its relationship to every person and every touchpoint that contributed to it. Business Interaction Manager’s revolutionary Interaction Management Automation Services technology provides an unbiased single view of the truth, capturing the customer journey in real time.
Business Interaction Manager Wins TMC Innovation Award
Business Interaction Manager knows who made every contact, and why the contacted you. Every contact for a single customer issue is bonded together, providing a “resolution experience” view. Instead of managing unconnected calls, you can guide your agents and improve your processes such that First Contact Resolution is achieved as efficiently as possible.
Business Interaction Manager can answer bottom line questions such as:
- What training is effective at improving customer care, and who needs it most?
- What customers are at risk and why?
- What calls are outsourcers struggling with or deflecting?
- What’s the true cost of addressing a customer issue?
- What’s the balance for self serve and assisted serve?