'Servion announces the launch of 'cim a' - a strategic assessment tool for Contact Centers
'cim a' is born out of Servion's holistic expertise in the Customer Interaction Management.
- (1888PressRelease) July 16, 2011 - Servion Global Solutions, a specialist in the Customer Interaction Management (CIM) space, today announced the launch of 'cim a' - an assessment technique for Contact Centers. -.'cim a' maps the current position of a Contact Center with respect to its optimal position and provides recommendations based on benchmarks.
'cim a' is born out of Servion's holistic expertise in the Customer Interaction Management domain and unmatched experience of having optimized contact for over 600 customers globally, The 'cim a' assessment is deployed to Assess - a Contact Center's current position , Analyze and identify operational and technology gaps and Advise - recommend a way forward. A systemic gap analysis using over 150 Contact Center practices enables organizations to gauge their capabilities from a standard, best and next practices perspective.
"We believe that the instant at which the customer contacts the organization is the moment of truth, and directly contributes to customer experience. Today's Contact Centers play a vital role in delivering a differentiated experience at the moment of truth. Unfortunately, there is a yawning gap between ideal and current objectives of the Contact Center, which results in a customer experience that is a far cry from what is desired. The 'cim a' assessment aims to study and bridge this gap" comments Mr. Shankaran Nair, President - Corporate Strategy, Servion Global Solutions.