CHICAGO Feb. 15, 2011 Sword Ciboodle the United States
The deployment of Sword Ciboodle’s agent desktop ‘Ciboodle One,’ has allowed Bally Total Fitness to dramatically improve member experience when contacting the Bally’s member service center. The faster system response for member information, through Ciboodle One, along with the elimination of manual processes, has reduced average handle time (AHT) by 12% within the first 3 months, increased first call resolution and reduced call idle time, leading to increased agent efficiency. Additionally, new member service representatives achieve full productivity three weeks faster due to Sword Ciboodle’s intuitive agent desktop.
Sword Ciboodle’s work has put in place the foundation of a multi-channel member service platform with planned phases to allow a member to communicate with Bally using their preferred method. Future projects include offering a host of multi-channel contact points including kiosks in the clubs, email, and chat.
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Sword Ciboodle is consistently recognized by industry analysts as one of the world’s leading customer-centric technology providers. The company has been featured in the prestigious Gartner Magic Quadrant, CRM Customer Service Contact Centers, for five consecutive years.
Rosemarie Esposito [email protected]
SOURCE Sword Ciboodle