Brian Flagg, from Cincom Systems’ Customer Experience Management Division, Cincom® Synchrony™, will be speaking at the Contact Center Association Spring Conference in Orlando, FL on April  23-26.  His session titled “Driving Employee Engagement,” will help industry leaders learn how to understand, measure and manage employee engagement and deliver better productivity. This session is part of the Agent Hiring, Development, and Retention Track and will take place on April 24 at 1:45 p.m.

Brian Flagg has 32 years of IT experience, including 19 years of support contact center leadership experience. He has transformed and led global contact centers for IBM and Target. He is a regularly featured contributor to Cincom’s Expert Access business e-zine, writing on topics like support center excellence, knowledge management and the use of statistical process control charts in a support center.

To register for the Contact Center Association Spring Conference, visit the Contact Center Association website here.

Related Links

Contact Center Association Podcast with Brian Flagg

What is NOT Strategy in the IT Support Center – Cincom Expert Access

Is Your Support Contact Center Out of Control? – Cincom Expert Access

Knowledge Management in the Support Center – Cincom Expert Access

Cincom Synchrony

Cincom Synchrony is a CEM Solution for contact centers that guides smarter interactions with customers. It leverages the insight you have about each customer in the context of each interaction to deliver optimal customer experiences and organizational outcomes. Synchrony brings your CEM strategy to life in a realistic, operational model that grows your business while improving operational results.

About Cincom

For 43 years, Cincom has helped thousands of clients worldwide by solving complex business problems with its software and services. Cincom, an IBM Premier Business Partner, helps customer-centric organizations differentiate and outperform through customer experience management.

Media Contact

Robyn Johnson
Corporate Public Relations
rrobinettjohnson@cincom.com
513-612-2123

Tadd Wilson, Senior Managing Consultant with IBM Retail Store Solutions, will be joining Brian Flagg from international software and service provider Cincom Systems customer experience management group, to deliver a one-hour webinar entitled “Managing Cross-Channel Interactions in Retail” today, November 30 at 11 am ET.

Wilson has worked with many of the world’s largest retailers, regional leaders and niche specialists to help them identify and harness emerging technologies. He is a frequent speaker at industry and technology conferences.

Flagg has 31 years of IT and contact center experience. He has transformed global contact centers for IBM, Target and other Fortune 500 companies.

Together, they will discuss how to:

• Deliver customer the technology, choices and control they want when interacting with your company
• Focus on the customer’s experience instead of their location or technology
• Ensure your message is personalized and relevant
• Deliver a consistent brand experience across all channels

To register for today’s webinar visit: http://synchronynow.cincom.com/forms/SYUS1104068CEMRetailWebinar

Cincom Synchrony

Cincom Synchrony is a CEM Solution for contact centers that guides smarter interactions with customers. It leverages the insight you have about each customer in the context of each interaction to deliver optimal customer experiences and organizational outcomes. Synchrony brings your CEM strategy to life in a realistic, operational model that grows your business while improving operational results.

About Cincom

For 43 years, Cincom has helped thousands of clients worldwide by solving complex business problems with its software and services. Cincom, an IBM Premier Business Partner, helps customer-centric organizations differentiate and outperform through customer experience management.

Media Contact
Liz Harter
Corporate Public Relations
lharter@cincom.com
513-612-2155

CINCINNATI, Ohio – September 20, 2011 – Contact center results are often based on averages across a day, week or month — averages that can hide service issues. The biggest issue is a high level of variability in performance, which leads to variability in the customer experience.

Brian Flagg, from Cincom Systems’ Customer Experience Management Division, Cincom® Synchrony™, will be speaking at the Contact Center Association Fall Conference in Phoenix, AZ on October 3-6.  His first session titled “Understanding Variability to Avoid the Hidden Traps,” will help industry leaders learn how to understand, measure and manage variability to deliver smarter interactions with customers. This session is part of the Performance Management Track and will take place on October 4 at 11:15 a.m.

The second session, “Strategic Planning Tools for the Contact Center,” is part of the Strategic Planning Track and will point out what measures are important in the contact center, how to steer capital investments toward projects with a needed rate of return and how to drive the prioritization of projects competing for fixed resources. It will cover two strategic planning tools— strategy maps and the Baldrige Assessment—and their applicability in the support contact center. This session will be on October 4 at 3:30 p.m.

Brian Flagg has 31 years of IT experience, including 18 years of support contact center leadership experience. He has transformed and led global contact centers for IBM and Target. He is a regularly featured contributor to Cincom’s Expert Access business e-zine, writing on topics like support center excellence, knowledge management and the use of statistical process control charts in a support center.

To register for the Contact Center Association Fall Conference, visit the Contact Center Association website here.

Related Links

Contact Center Association Podcast with Brian Flagg

Going the “Last Mile” for Customer Satisfaction

What is NOT Strategy in the IT Support Center – Cincom Expert Access

Is Your Support Contact Center Out of Control? – Cincom Expert Access

Knowledge Management in the Support Center – Cincom Expert Access

Cincom Synchrony

Cincom Synchrony is a CEM Solution for contact centers that guides smarter interactions with customers. It leverages the insight you have about each customer in the context of each interaction to deliver optimal customer experiences and organizational outcomes. Synchrony brings your CEM strategy to life in a realistic, operational model that grows your business while improving operational results.

About Cincom

For 43 years, Cincom has helped thousands of clients worldwide by solving complex business problems with its software and services. Cincom, an IBM Premier Business Partner, helps customer-centric organizations differentiate and outperform through customer experience management.

Media Contact

Liz Harter
Corporate Public Relations
lharter@cincom.com
513-612-2155

Brian Flagg, from software and service provider Cincom Systems, will lay out his maturity model in a Contact Center Association webinar on July 19 at 10 am PT. His webinar, “The Value of a Contact Center Maturity Model,” will help industry leaders learn how to utilize his model to improve their contact center efficiency and profitability.

Brian will also be a featured speaker at the Contact Center Association’s fall conference, October 4-6, 2011 in Phoenix, Arizona.  This is the leading conference for managing the customer experience. Brian will speak on a number of topics including “Moving People Through the Pipeline Better than Oil” and “Strategic Planning Tools for the Contact Center.”

Brian recently joined the Cincom Synchrony customer experience management team. He has 31 years of IT experience, including 18 years of support contact center leadership experience. He has transformed and led global contact centers for IBM and Target. He is a regularly featured contributor to Cincom’s Expert Access business e-zine, writing on topics like support center excellence, knowledge management and the use of statistical process control charts in a support center.

To register for the upcoming webinar, visit the Contact Center Association website here.
Related Links

Contact Center Conference 2011

What is NOT Strategy in the IT Support Center – Cincom Expert Access

Is Your Support Contact Center Out of Control? – Cincom Expert Access

Knowledge Management in the Support Center – Cincom Expert Access

Cincom Synchrony

Cincom Synchrony

Cincom Synchrony is a CEM Solution for contact centers that guides smarter interactions with customers. It leverages the insight you have about each customer in the context of each interaction to deliver optimal customer experiences and organizational outcomes. Synchrony brings your CEM strategy to life in a realistic, operational model that grows your business while improving operational results.

About Cincom

For 43 years, Cincom has helped thousands of clients worldwide by solving complex business problems with its software and services. Cincom, an IBM Premier Business Partner, helps customer-centric organizations differentiate and outperform through customer experience management.

Media Contact
Liz Harter
Corporate Public Relations
lharter@cincom.com
513-612-2155

June 23, 2011 – CINCINNATI – International software and service provider Cincom Systems was recognized for Synchrony, their customer experience management solution, at the IQPC Call Center Excellence Awards ceremony, held last week at the annual Call Center Week conference.

Cincom Synchrony received an Honorable Mention in the Best Technology Solution Provider category.

Established by Call Center IQPC, the Excellence Awards are designed to recognize superior thinking, creativity and execution across the full spectrum of call center functions. First, Second and three Honorable Mention awards were presented across eight categories.

“Synchrony has been working hard over the past few years to help our clients realize gains in delivering customer experiences to grow their business,” said Randy Saunders, program director, Cincom Synchrony. “Receiving recognition from IQPC validates our efforts in delivering a great customer experience to our clients and helping them deliver smarter interactions in their call centers.”

Cincom Synchrony

Cincom Synchrony is a CEM Solution for contact centers that guides smarter interactions with customers. It leverages the insight you have about each customer in the context of each interaction to deliver optimal customer experiences and organizational outcomes. Synchrony brings your CEM strategy to life in a realistic, operational model that grows your business while improving operational results.

About Cincom

For 43 years, Cincom has helped thousands of clients worldwide by solving complex business problems with its software and services. Cincom, an IBM Premier Business Partner, helps customer-centric organizations differentiate and outperform through customer experience management.

Media Contact
Liz Harter
Corporate Public Relations
lharter@cincom.com
513.612.2155

According to Ventana Research, the Value Index provides guidance that will enable organizations to ascertain the value of applications for addressing the needs of contact center agents in their interactions with customers. The Index reflects the value offered by a vendor and its products, presented both as a clear and accessible graphic representation in a simple thermometer and as a precise index percentage.

Ratings are based on a thorough evaluation and audit indexing seven key categories: usability, manageability, reliability, capability, adaptability, vendor validation, and total cost of ownership and return on investment. Cincom achieved a 92.6 percent rating over these categories.

“We’re honored to be included among this list because it recognizes our value in the market place and validates the positive response we’ve been hearing from customers about the innovation and robust capabilities we deliver,” said Randy Saunders, program director, Cincom Synchrony Customer Experience Management.

About Ventana Research

Ventana Research is the leading benchmark research and advisory services firm. We provide expert guidance to help organizations manage and optimize performance – to become not only more efficient but more effective. Our unparalleled insights and best practices guidance are based on our rigorous research-based benchmarking indexes of people, processes, information and technology across business and IT functions worldwide. The combination we offer of benchmark research, rigorous market coverage and in-depth knowledge of hundreds of technology providers means we can deliver business and technology education and expertise to our clients where and when needed. The Ventana Research Indexes – the Value Index and the Benchmark Index family – have redefined the research industry by providing accessible, easy-to-use research-based business and technology guidance to businesses.

To view the report, download a complimentary copy at http://www.ventanaresearch.com/cemvalueindex

About Cincom

For 42 years, Cincom has helped thousands of clients worldwide by solving complex business problems with its software and services.

Cincom Synchrony

Cincom Synchrony is a Customer Experience Management (CEM) Solution for contact centers that guides winning conversations with customers. It leverages the insight about each customer in the context of each interaction to deliver optimal customer experiences and organizational outcomes. Synchrony brings any CEM strategy to life in a realistic, operational model that grows business while improving operational results.

The Beacon Awards are an important element of IBM’s Business Partner recognition program. Chosen from among hundreds of nominations by leading industry journalists, analysts and IBM executives, Beacon Award winners have set the standard for business excellence, innovative technology solutions, industry knowledge and client satisfaction.

“We are truly elated to receive a Beacon award. First, because it recognizes business excellence, innovation, ingenuity, and client satisfaction. Second, it recognizes our partnering achievements with IBM and finally, the award comes from IBM which is the most successful and prestigious firm in our industry,” said Dave Wood, Managing Director of Cincom’s Customer Experience Management Solutions. “We value the opportunity and privilege to partner with IBM and are honored that this award reflects IBM’s confirmation that they value partnering with Cincom.”

The IBM Beacon Awards provide a wide range of industry recognition, increased visibility and promotional opportunities to award winners and finalists. This year’s awards recognized Business Partner achievements across 27 award categories.

“The IBM Beacon Awards recognize Business Partners who have delivered high value, innovative solutions that exemplify our focus on technical excellence, industry expertise and client satisfaction,” said Rich Hume, general manager, IBM Global Business Partners. “We congratulate Cincom Systems on winning the Best Industry Solution for Banking and demonstrating their commitment to delivering innovation and business value to our mutual clients.”

For more information about the IBM Beacon Awards, including information about winners and finalists, please visit
http://www-304.ibm.com/partnerworld/wps/servlet/ContentHandler/2010_beacon.html

To learn more about IBM PartnerWorld, a comprehensive program that offers marketing and sales resources, training, certification and technical support to help create new revenue and market opportunities for IBM Business Partners, visit www.ibm.com/partnerworld

About Cincom Systems
For 42 years, Cincom has helped thousands of clients worldwide by solving complex business problems with its software and services.

Cincom Synchrony
Cincom Synchrony is a Customer Experience Management (CEM) Solution for contact centers that guides winning conversations with customers. It leverages the insight about each customer in the context of each interaction to deliver optimal customer experiences and organizational outcomes. Synchrony brings any CEM strategy to life in a realistic, operational model that grows business while improving operational results.

Related Links
Cincom Synchrony Collaborates with IBM to Enhance Call Center Customer Experience

Media Contact:
Liz Harter
Cincom Public Relations
Lharter@cincom.com
513-612-2155

Traditional desktops:

Most interactions between contact center agents and customers involve accessing information from numerous applications that may have their own login requirements and screens. Navigating this information can be difficult and time-consuming, especially when agents are pressured to interact quickly to meet SLAs. The traditional unified desktop simplifies and streamlines these interactions by bringing all relevant information into one user interface. The result is greater efficiency and reduced average handle times.

New Advances:

Unified desktops are “maturing” well beyond simply unifying disparate applications and systems according to Ovum. The challenge to not only drive higher efficiency, but also better experiences and outcomes for both the customer and the agent. Vendors like Cincom Synchrony are responding with enhanced capabilities such as:

• Intelligent guidance
• Process automation
• Knowledge modeling and decisioning for complex and specialized interactions
• Personalized follow-up and document composition

To view this complimentary excerpt and read more about the maturation of unified agent desktop tools, download the report.

Cincinnati – November 17, 2010 – Software and services provider Cincom Systems, an IBM Premier Business Partner, announces that Cincom Synchrony®, its customer experience management solution for contact centers, has been recognized with IBM’s Health Integration Framework validation.

IBM’s Health Integration Framework provides healthcare and life sciences-specific software, solution accelerators and best practices to help improve safety and quality of care, process efficiency, and patient and member satisfaction. It helps build, extend and transform existing infrastructures while allowing multiple systems to consume and re-use business services to provide web-based collaboration across people, processes and information in the healthcare community.

“The healthcare industry is undergoing massive transformation around the globe. From a customer care perspective, consumers are demanding more control over their own health and there is a growing awareness of risks and adverse events with higher expectations of care and service quality,” says Randy Saunders, program director, Cincom Synchrony Customer Experience Management. “But while expectations are rising, the industry lags in customer service. Receiving validation in IBM’s Health Integration Framework strengthens our ability to help those in that field gain competitive advantage through Customer Experience Management (CEM).”

Learn More about Synchrony and the Healthcare Industry.

RELATED LINKS
Customer Experience Insights for the Contact Center (2 free White Papers)
Why Smarter Energy Requires a Smarter Contact Center (webcast)

Cincom Synchrony
A Customer Experience Management (CEM) Solution for contact centers, Synchrony guides winning conversations with customers. It leverages the insight you have about each customer in the context of each interaction to deliver optimal customer experiences and organizational outcomes. Synchrony brings your CEM strategy to life in a realistic, operational model that grows your business while improving operational results.

Cincom is an IBM Premier Business Partner and has been integrating IBM technologies and leveraging IBM services for over 10 years.

About Cincom
For 42 years, Cincom has helped thousands of clients worldwide by solving complex business problems with its software and services.

Media Contact:
Liz Harter
Cincom Public Relations
513-612-2155
lharter@cincom.com

CINCINNATI – October 18, 2010 – Cincom recently launched the new “Guiding Winning Conversations” website for its Synchrony Customer Experience Management solution.

Guiding Winning Conversations
The concept of “guiding winning conversations” is based on the notion of consistently delivering interactions and experiences that result in positive outcomes for the customer, the employee and the organization. Everyone is a winner. But to be successful, an organization must recognize that it is its people — and often the agents in the contact center — who carry the brand torch and either deliver winning conversations or fail and possibly damage the brand in the process.

The new web site is written for organizations driven to compete and win on customer experience management, especially in the contact center and other customer service areas. Individuals responsible for customer care, customer experience, customer service and other customer-facing roles will find the content and offers thought provoking and useful.

Cincom Synchrony

Cincom Synchrony is a CEM Solution for contact centers that guides every representative to focus on the customer experience rather than complex, laborious internal processes. By personalizing each conversation and offering highly relevant recommendations, Synchrony enhances customer relationships and advocacy while reducing overall costs. It leverages the insight you have about each customer in the context of each interaction to deliver optimal customer experiences and organizational outcomes. Synchrony brings your CEM strategy to life in a realistic, operational model that grows your business while improving operational results.

About Cincom

For 42 years, Cincom has helped thousands of clients worldwide by solving complex business problems with its software and services. Cincom is an IBM Premier Business Partner and has been integrating IBM technologies and leveraging IBM services for over 10 years.

Media Contact:
Liz Harter
Cincom Public Relations
513-612-2155
lharter@cincom.com