Argos Selects AIM Technology to Drive Contact Center Performance
AIM Technology, a provider of operational performance management software, announced that UK’s multi-channel retailer Argos has selected AIM Technology’s AIMCall to help drive 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 August 2005.
AIMCall will enable Argos to centrally compile and pull data from each of its main contact centers. As a result, the management team will be able to identify customer service and adviser deployment best practices and pinpoint problems in real time – enabling both rapid improvements to customer service and achievement of key performance indicators (KPIs).
“Customers select Argos because they expect value and convenience from a retailer they can trust – regardless of whether they purchase from the store, through the telephone or via the internet,” said Paul Downham, Planning Manager for ARG Customer Services. “The performance of our contact centers is central to our ability to deliver upon those expectations. AIMCall will help us maximize contact center efficiency while simultaneously improving customer experience.”
Argos has implemented AIMCall version 5. Used by over 35 enterprise customers, AIMCall enables customer-facing companies to transform contact centers from business overheads to operational assets. It provides a deeper understanding of contact center sales efficiency and quality of service, matching them to traditional cost-based key performance indicators (KPIs) such as ‘hold time’ or ‘transfer time’.
“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,” commented Tony Hayward, CEO of AIM Technology. “AIMCall can be implemented quickly and easily, reducing the time needed for companies to realize a return on their investment.”
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