Increasing Profitability in Customer Service

Through Corporate Memory Management

Corporate IQ Solutions Transform. Scale. Profit.

Asset and Capacity Utilization 1

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Comparative Analytics for Locations / Divisions

New CSR Time to Competence, Engagement, and Performance

Operations: • Average queue time of incoming phone calls • Average queue time of incoming phone calls • Costs of operating call center/ service desk • Cost per minute of handle time • Email /online chat time backlog • Inbound calls handled • Inbound calls handled per agent per hour • Inbound abandon rate

2 © Corporate IQ & Partners, 2017 CIQ

What Keeps Customer Service Executives Awake?

(Partial List In No Particular Order)

5 CSR Retention, Customer Satisfaction, and Customer Retention

• Inbound average talk time • Inbound average wrap time • Inbound service level • Inbound call center leads created • Percentage of customer service

requests answered in given timeframe • Percentage of calls transferred • Total calling time per day/week/month

3 © Corporate IQ & Partners, 2017 CIQ

Some of the Immediate Value CIQ Can Deliver:

• Increase in Cross Sales by 20%

• Increase Customer Retention by 8%

• Increase Profitability by 18%

• Increase CustSat by NPS1 by 21%

by Next-Best-Action Optimization “Happy Customers Tell 3 Friends – Unhappy Customers Tell GOOGLE”

• Decrease Refunds by 5%

1Note: Net Promoter Score (NPS) is a management tool that can be used to gauge the loyalty of a firm's customer relationships. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth. NPS has been widely adopted with more than two thirds of Fortune 1000 companies using the metric.

Corporate Memory Management Can Typically Deliver the following Results to Customer Service

Corporate Memory is the accumulated body of data,

information, and knowledge created during

the period of an organization’s existence…

What is Corporate Memory?

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CIQ’s Secure, Corporate Memory Management, Closed Loop Analytics

Platform scans and analyzes information in all the various structured

and unstructured digital formats that exist within an organization.

What is Corporate Memory Management (CMM)?

© Corporate IQ & Partners, 2017 CIQ

Through big data analytics, AI, and Deep Learning, valuable insights are

gleaned (unattainable by humans) that help clients significantly improve

processes, mitigate risk, and improve competiveness.

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Our Simple, Straight Forward Approach…

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Join Us: You’ll Be in Great Company…

Artificial Intelligence

CIQ is backed by one of the largest AI/ML R&D labs

Security

CIQ security layer is based on technology tested and deployed across millions of devices, PC’s and servers worldwide

Unstructured Data

CIQ choice technology for processing unstructured data is adopted by leading global companies

CIQ 7 © Corporate IQ & Partners, 2017

20059 Wildwood West Drive,

Penn Valley, CA USA, 95946

PO Box 85154,

561 Brant Street, Burlington, Ontario,

Canada L7R 2G0

Gary L. Melling,

President & CEO

Corporate IQ Solutions

Mobile: +1.905.467.1495

LinkedIn: https://www.linkedin.com/in/gamelling

For More Information…

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