Contact Center CommunicationOur Interactive Customer Contact CenterCMC has adopted a new and powerful IVR customer contact center program that provides your customers with quick and efficient customer service. This program empowers our representatives by routing a cardholder’s phone calls, emails, and faxes to their desks, giving them complete cardholder information at their fingertips. The more our representatives know about your cardholders, the better they can be serviced. Another powerful component of the program is skills-based routing. By assigning a representative a portfolio-specific skill level, the program routes your cardholder’s interaction to the highest-skilled CMC representative available. This functionality delivers competent, efficient servicing. Skill levels are set based on the level of training a representative has on your portfolio, experience with similar portfolios, and overall expertise. |
