Navigation Links
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

your marketing dollars. Listening to calls and refining our approach to finding out that information has been extremely helpful in what’s working and what’s not,” McDevitt responded when asked about VO’s value.

When asked about the scoring and evaluations process offered by VO, McDevitt said “we used the evaluation tools in VO and there are 4 key areas, opening and closings, conversational technique, product knowledge and cross-sell/up-sell. VO has provided us with the opportunity to improve aspects of each of those areas. Screen capture and evaluations – these two features alone have improved the overall quality of our calls, which has resulted in more efficient calls and high average orders.”

CI has seen a direct impact on agent performance since implementing VO. Trainers, supervisors and leads are able to identify training needs more quickly than they could before.

CIs contact center handles 2150 calls per day, on average, and boasts exceptional answer times, with 80+% of calls answered in 40 seconds or less and an abandon rate is .5%. The contact center management spends a significant amount of time, resources and money on continual training. A primary focus is having representatives be more conversational in their calls as opposed to just being order takers. “We encourage our representatives build relationships with customers. It’s not uncommon for a representative to have list of customers that only deal with them. We are always seeking to improve the customer experience,” McDevitt added.

Once structure was in place our initiatives evolved from process improvement to quality improvement. All initiatives now are focused on improving the customer experience, regardless of their method of contact (phone, email, live chat, online account interface).

With the quality monitoring process on track and continuously improving, Cigars decided to invest in a more aggressive technology, phonetic-based speech analytics feature of th
'/>"/>

Source: PRWeb
Copyright©2012 Vocus, Inc.
All rights reserved

Page: 1 2 3 4

Related medicine news :

1. International breast health global summit will focus on supportive care and quality of life
2. International conference to explore health of descendants of transatlantic slave trade
3. Kessler Foundation researchers present at first International Congress on Cognition in MS
4. Internationally known expert in ovarian cancer to be honored at the ASCO Annual Meeting
5. Nobel laureate to keynote international pharmaceutical conference at URI
6. International Nanomedicine Conference bound for Sydney: July 2-4, 2012
7. June 2012 marks a milestone for International Urogynecology Associates as Dr. Robert D. Moore and Dr. John R. Miklos perform their 24th Neovagina Surgery in 24 months
8. Heavy Duty Alternators and Starters Expert Elreg Distributors Ltd. Meets Needs of International Market with Launch of Spanish Website
9. The US Drug Watchdog Now Urges Plaintiffs Law Firms Worldwide To Contact Them About A Possible International Effort To Help Victims Of Defective Drugs Or Medical Devices
10. RMAX International to donate Recuper8 - a free, health - restoring program to Everyone in Uniform
11. International symposium on veterinary rehabilitation and physical therapy to be held in Vienna
Post Your Comments:
*Name:
*Comment:
*Email:
(Date:9/19/2014)... led by Medical College of Wisconsin (MCW) scientists has identified ... in rats, mice and in humans. The findings are published ... , Leah Solberg Woods, Ph.D., associate professor of pediatrics ... Wisconsin Research Institute, led the study and is the corresponding ... identified a gene called Tpcn2 in which a variant was ...
(Date:9/19/2014)... Top10BestSEOHosting.com today compares many professional Windows web ... Bluehost are the best suppliers of 2014. Clients ... (including VPS and cloud hosting) at affordable rates ... , HostMonster ( http://www.hostmonster.com/track/seohosts ) helps business companies ... of the cost. As a top rated hosting ...
(Date:9/19/2014)... cancer do not receive any palliative care, reveals new ... ESMO 2014 Congress in Madrid, Spain, 26-30 September. The ... time as 15 new oncology centres in Europe, Canada, ... title of ,ESMO Designated Centre of Integrated Oncology and ... oncology consultant at the Institute of Oncology Bucharest, Romania, ...
(Date:9/19/2014)... San Jose, California (PRWEB) September 19, 2014 ... – Immunoassays are ligand assays used for detection ... antibodies in a given sample. Driven by steady ... overall healthcare industry, the global immunoassay systems market ... incidence of debilitating conditions, such as diabetes, cardio-vascular ...
(Date:9/19/2014)... TN (PRWEB) September 19, 2014 ... has been named a finalist for the 2014 ... founder and president Tammy Hawes has been selected ... the Year. The Nashville Area Chamber of Commerce ... these awards to recognize the accomplishments of companies ...
Breaking Medicine News(10 mins):Health News:Top10BestSEOHosting.com: They Are Best Windows Web Hosting Suppliers Of 2014 2Health News:Patients with advanced, incurable cancer denied palliative care 2Health News:Patients with advanced, incurable cancer denied palliative care 3Health News:Patients with advanced, incurable cancer denied palliative care 4Health News:Growing Preference for Non-Invasive Diagnostics Spurs Growth in the Global Immunoassay Systems Market, According to New Report by Global Industry Analysts, Inc. 2Health News:Growing Preference for Non-Invasive Diagnostics Spurs Growth in the Global Immunoassay Systems Market, According to New Report by Global Industry Analysts, Inc. 3Health News:Growing Preference for Non-Invasive Diagnostics Spurs Growth in the Global Immunoassay Systems Market, According to New Report by Global Industry Analysts, Inc. 4Health News:Virsys12 and Founder Tammy Hawes Each Named 2014 NEXT Awards Finalists 2Health News:Virsys12 and Founder Tammy Hawes Each Named 2014 NEXT Awards Finalists 3
... for about 10% to 20 % of women menopausal period ... sweats, hot// flashes (sensation of heat which comes on all ... Therapy (HRT) is the conventional treatment of choice that is ... period. Hormone therapy offers great relief from hot flashes and ...
... Telemedicine, the amalgamation of medicine and modern communications technology, ... monitor patients at a distance means they// can leave ... doctor, which also saves money. ,Christian Weigand, ... Circuits in Erlangen, Germany, said telemedicine could help people ...
... olive oil, glycerine and egg yolk would prevent ... ,The journal of Catheterization and Cardiovascular Interventions ... by Michael Savage, M.D., director, Cardiac Catheterization Laboratory ... mixture is not swallowed, Dr. Savage explains. Rather, ...
... the aging brain produces progressively fewer new nerve ... scientists said the finding, made in rodents, refutes ... cells persist in the aging brain. ... various neurodegenerative disorders, including Alzheimer's disease, dementia and ...
... diabetes and heart disease, lifestyle changes are making a ... study suggests that by reducing the intake beverages saturated ... their risk of developing cardiac diseases in the future. ... hypertension and type-2 diabetes has largely dealt with adults," ...
... signal an oncoming cold, many people reach for what ... tea or capsule containing //echinacea. In the first study ... bacteria in the gastrointestinal tract, research at the University ... side effects with this common herbal remedy. ,Although ...
Cached Medicine News:Health News:Natural Remedies Ineffective to Ease Menopausal Symptoms:study 2Health News:Telemedicine Offers New Possibilities in Health Care 2Health News:Olive Oil Emulsions Prevent Cardiac Bypass Surgery 2Health News:Stem Cell Activity Deciphered in the Aging Brain 2Health News:Cardiac Risk is Reduced by Cutting the Sugar in Your Drink 2Health News:Cardiac Risk is Reduced by Cutting the Sugar in Your Drink 3Health News:Echinacea: Cold-Season Cure or Risk? 2
(Date:9/19/2014)... , Sept. 19, 2014  4WEB Medical announces the ... foot and ankle osteotomy implants on the market ... Society annual meeting in Chicago . ... of a surgeon,s osteotomy needs with 74 size options included ... had smaller offerings of only 15 to 18 implant sizes, ...
(Date:9/19/2014)... NORWALK, Conn. , Sept. 19, 2014 ... , a leading online community to help oncologists ... newest information available regarding the use of targeted therapies ... blood cancer research and treatment.  Every ... as a way to raise awareness about blood cancers—helping ...
(Date:9/19/2014)... 19, 2014  Pressure BioSciences, Inc. (OTCQB: PBIO) ... received and approved all parts required to build ... begun to manufacture the new PCT-based instrument system.  ... ready for shipment by mid-October and that additional ... a rate of about one per week thereafter.  ...
Breaking Medicine Technology:4WEB Medical Unveils 3D-Printed Osteotomy Truss System 2OncoTherapy Network Highlights National Blood Cancer Awareness Month 2OncoTherapy Network Highlights National Blood Cancer Awareness Month 3OncoTherapy Network Highlights National Blood Cancer Awareness Month 4Pressure BioSciences Announces Completion of the First Phase of Its Commercialization Plan for the Barozyme HT48, the Company's Recently Released High Throughput PCT-based Instrument System 2Pressure BioSciences Announces Completion of the First Phase of Its Commercialization Plan for the Barozyme HT48, the Company's Recently Released High Throughput PCT-based Instrument System 3
... offering of passive safety devices to protect both clinicians ... Inc. (B. Braun) recently announced that the U.S. Food ... company,s Introcan Safety ® 3 Closed IV Catheter, ... IV Catheter. B. Braun made the announcement during ...
... goBalto , developer of new ... has raised an undisclosed amount in Series A financing ... and the West Health Investment Fund.  The funds ... to enhance Tracker™ , its Software-as-a-Service (SaaS) clinical ...
Cached Medicine Technology:Safety to the Power of Three: B. Braun Medical Inc. Announces Introcan Safety® 3 Closed IV Catheter 2goBalto Raises Series A Financing to Advance Cloud-based Health Technologies 2goBalto Raises Series A Financing to Advance Cloud-based Health Technologies 3
... ORTHOSET Radiopaque Bone Cement ... system: a sterile,ampule containing bone ... pack, and a sterile polyethylene ... a peelable pouch. The interiors ...
Antibiotics (Gentamicin) loaded, high viscosity bone cement for digital use with an average setting time of approx. 6-8 Min., 41.6g of powder and 14.4g of liquid....
... new thinking to address common problems associated ... mm diameter outer arthroscope sheath, the shorter, ... Videoscope has superior access and mobility in ... and especially in the elbow and ankle. ...
... The OMEGA 180 features a wide ... One-Step Small and Variable Pupil Control (U.S. ... pupil sizes down to 1.2mm. Heine's unique ... illumination, making learning BIO easier, and simplifying ...
Medicine Products: