How do you know if your customer-facing organization is performing well? Are your contact/call center specialists satisfying the customers' requests? Random sampling doesn't provide the answers comprehensively.

CIM does provide answer to these questions - in real time. It measures customer satisfaction for a session. As a manager, responsible for CSAT and NPR, you can use CIM to recover a customer conversation that's not going well.

Best of all, CIM also provides a diagnosis of the root cause for customer dissatisfaction. This makes it an invaluable sales training tool - use CIM reporting to identify which associates are performing well, acknowledge them, and those that aren't, train them.