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Cigars International Rolls up a Bundle of Workforce Optimization Features to Help Bring Their Vision of the Customer Experience to Life
Date:1/29/2013

East Hartford, CT (PRWEB) January 29, 2013

When Cigars International first launched their call center, there were four agents working on the sales side and another four answering customer service inquiries. As the center grew, agents still handled both sales and customer service calls of varying degrees. “Sales calls can be as simple as placing an order from a customer who know exactly what they want or they can be complex consultative type sales calls. Representatives will make recommendations to fit a certain taste profile or budget. Customer service calls can be as simple as tracking a package or as complex as explaining the science of cigar humidification and troubleshooting their humidors. Customer service calls can also include setting up returns and sending out replacements. We have a number of different promotions on a daily basis, some lasting just for that day or for the remainder of the week. Representatives are expected to be able to field any inquires about current promotions,” said Steve McDevitt, Sales and Customer Service Manager for CI.

Over the next 18 months, they implemented a training program which created a new concept: the universal agent, capable of handling all types of calls, and eventually expanding their skill sets to also blend in the email and web chat channels. Focusing on the customer experience, CI then set to ramp up their quality and training processes with a call recording and analytics system which would be able to do much for them than they ever imagined.

After a lengthy search, CI chose Virtual Observer due to it’s “ease of use, ease of implementation and of course value for the dollars spent,” offered McDevitt. Implementation and training went smoothly and the responsiveness of the VO support team has made CI’s staff very pleased.

“With any e-commerce firm or direct marketing company, understanding how customers are getting to you is key in determining where to spend
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