When your customer contacts your Customer Interaction Center, he or she has several expectations:

• Your customer expects you to be one company and know about all of his or her contacts. We'll help you install a CRM system that brings together customer, product, and marketing information across all customer touch points whenever your customer contacts you.

• Your customer expects the agent to know about the special coupon or offer that generated the contact. We'll help you make sure that information and scripts about special promotions and campaigns pop up when they're needed.

• Your customer expects your agents to be able to help. With integrated workforce management, we'll help you make sure that the right script is automatically forwarded to the agent with the best skills to handle the situation.

Meet or exceed these expectations and you create a customer for life.

Integrated workforce management helps you in other ways. Customer Interaction Centers are a labor intensive part of your business. If you don't have enough agents on duty, wait times get long and customers get frustrated. That's bad.

But if you have more agents than you need, your labor costs shoot up and profitability suffers. We can help you develop a system that lets you tailor workforce requirements depending how many agents you need whether it's adapting to a weekly cycle of calling or ramping up staffing to support a campaign.

With a good support system for your Customer Interaction Center, everybody wins. Your customer wins because he or she gets a question answered or a problem solved by a knowledgeable and helpful agent. The agent benefits from higher success rates and lower stress, which should result in lower turnover. And you benefit from improved customer relationships and higher profits.

For more information please contact Pete Martin at (216) 674-9070 or e-mail pmartin@entrypointconsulting.com.