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Argos Selects AIM Technology for UK Contact Centers
By DAVID R. BUTCHER, Assistant Editor, Customer Interaction Solutions
AIM Technology, a provider of operational performance management software, today announced that United Kingdom-based multichannel retailer Argos has selected AIM Technology's AIMCall to assist in driving performance improvements at its contact centers in Widnes, Stafford and Bolton, UK.
AIMCall is currently being implemented and is due to go live at the end of this month, August 2005.
"AIMCall is particularly well-suited for companies such as Argos, because it has been built to take into account the complex needs of the Fast Moving Consumer Goods (FMCG) and Retail markets," noted AIM Technology CEO Tony Hayward in a company announcement.
With AIMCall, Argos will be able to centrally compile and pull data from each of its main contact centers, resulting in the management team's ability to identify customer service and advisor deployment best practices and pinpoint problems in real time. In doing so, rapid improvements to customer service can be attained and key performance indicators (KPIs) achieved.
Argos has implemented AIMCall version 5. Used by more than 35 enterprise customers, AIMCall is designed to enable customer-facing companies to transform contact centers "from business overheads to operational assets," according to a corporate statement. It seeks to provide a deeper understanding of contact center sales efficiency and quality of service, matching them to traditional cost-based KPIs such as hold time or transfer time.
AIM's Web-enabled applications allow managers to quickly identify patterns and trends in their agents' performance, then using these insights to make timely decisions regarding how to meet organizational goals for profitability and enhance service quality and operational effectiveness.
AIM's solutions support multiple-site contact centers, as well as blended contact channels, allowing businesses to optimize their resources and manage the customer experience, regardless of whether the customer chooses to communicate via phone, e-mail or Web chat.
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David R. Butcher is Assistant Editor of Customer Interaction Solutions. To see more articles by David Butcher, please visit:
http://www.tmcnet.com/tmcnet/columnists/columnist.aspx?id=100008&nm=David%20
R.%20Butcher
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