Service and support organizations are constantly struggling with budget pressure to reduce costs yet still maintain or even increase quality of service. This fundamental balancing act of cost versus quality of service is further complicated by staff turnover, training and skills development initiatives, and sometimes management of external outsourcing vendors.

With tightening service budgets and increased competition in the marketplace today, leading service and support organizations are implementing customer experience management programs with the goal of lowering operating costs, improving service quality, and adding value across the business. Successful customer experience management solutions for call centers leverage best practices to:

	Collect transactional information—at the end of the call, when it still matters
	Analyze service effectiveness and quickly act upon data collected
	Tie compensation to performance
	Provide information to the font line employees and appropriate managers while it is relevant
	Tie key performance indicators (KPIs) to customer feedback data to optimize business performance
	Identify high-impact areas of focus by linking quality of service to financial results and customer churn

Knowledge Wave created EEM ServiceWave™ - an Enterprise Experience Management solution for Service and Support Organizations - to help them implement these best practices and lower costs, improve quality and add value across the enterprise. EEM ServiceWave™ delivers timely and relevant customer insight to managers and service personnel in a format they can use. This distribution of pertinent and actionable intelligence means that EEM ServiceWave™ not only enables customer support representatives (CRS) proactively service accounts, but empowers managers to determine where to invest improvement program dollars on a day-to-day basis to meet overall business objectives. And as a continuous monitoring system, EEM ServiceWave™ provides a real-time measure of the customer experience for service and support customers, ensuring that every problem triggers an alert to begin the recovery process and that every trend in customer experience is being appropriately addressed by the entire organization. EEM ServiceWave™ helps you to:

	Close the customer feedback loop
	Leverage your current investment in information technology by incorporating call center
	Resolve support problems immediately before they escalate and cause customer defections (timely customer recovery)
	Assess customer experience enterprise-wide across all customer touchpoints, or target a specific customer segment or touchpoint
	Identify high-impact service and support actions that will have the greatest positive effect on customer services
	Understand and measure how support affects customer referrals and financial growth
	Identify gaps in performance
	Identify and learn from the techniques, skills, processes, and employees associated with the highest levels of customer experience satisfaction
	Institute incentive compensation plans, improve processes, and provide skill development that will drive positive employee behavior
	Forecast the bottom line impact of potential changes to your people, processes, and technologies

EEM ServiceWave™ will help you to find the answers to these questions and provide the real-time feedback required to measure, manage, and improve the satisfaction of your customers' experience. EEM ServiceWave™ is a vital component of your overall strategy for maintaining high levels of customer advocacy and profitable growth.