What you need to know...
Sears looked to enable a customer focused transformation within Sears Home Services’ contact centers – an operation spanning 6,000 agents in 17 centers on two continents that supports a customer base of 18 million within 14 lines disparate lines of business.
Sword Ciboodle’s Sales & Service Desktop, Ciboodle One, has provided a foundation for business, enhancing change by creating a single view of the customer and integrating all of the contact centers’ applications into a single, intuitive user interface, incrementally rolling out the change program, beginning with the Teleservice division.
Achievements for the Teleservice pilot alone include:
With Sword Ciboodle, we have had a true collaborative partnership, creative in its vision, pragmatic in its implementation and absolutely focused on results.