“Since
the implementation of the Co-nexus CXM® solution,
we now have the tools to review and evaluate
the interactions between our agents and our
customers. This technology has enabled us to
decrease the amount of time on the phone with
customers, enabling agents to handle more calls
during each day and increase productivity.”
— John
Cappi,
Senior Director of Customer Care
opportunity
Time Warner's
contact centers in Houston, Greensboro, Syracuse and
Portland process thousands of calls each day from customers
purchasing TWC services and submitting repair requests.
Monitoring the interaction between the agent and customer
is critical to increasing revenue from the sale of
additional products, as well as maximizing customer
satisfaction.
solution
cxm® enabled Time
Warner to record agent/customer conversations and capture
all PC data the agent viewed during the recorded session.
The customer experience management technology from
Co-nexus captured the entire customer experience and
presented this information in an easily accessible
format for call center managers.
results
cxm® provided the
company with better control over call quality. Call
center managers became much more informed as their
agents became better trained. And because the system
is utilized to help settle customer disputes and enhance
training, the company has experienced increases in
revenue and improved customer retention.
