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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

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
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