Wells Fargo to Collect on Performance Promise (email this article)

(Menlo Park, CA November 19, 2003) – AIM technology (Company Profile, Past Stories, Case Studies), the leading provider of enterprise performance management solutions for contact centers, announced today that Wells Fargo Card Services will deploy AIMCall, AIM technology’s application for monitoring and analyzing contact center performance to improve business performance and the customer experience.

Wells Fargo has always had a commitment to high quality service for their customers. Looking for ways to continually improve, Wells Fargo Card Services is deploying  AIMCall throughout its contact centers. The use of AIMCall will not only empower their agents to manage their own performance service levels, but by using a multi- dimensional approach to performance measurement, Wells can make productivity, customer service and revenue correlations that cannot be determined with one- dimensional measurement. Using this strategy, Wells can get a true view of overall center performance that will be used to improve productivity, the customer experience and profits.

“The use of AIMCall will allow Wells Fargo to provide more effective monitoring of risk levels and increase the level of personalized service to our customers. Our collections staff is very anxious to use the timely information provided by AIMCall to streamline the collections process while being able to improve their own performance and level of service,” said Jacob Mou, Vice President, Wells Fargo Card Services, Inc.

About AIMCall
AIMCall consolidates enterprise data and provides analysis of key performance indicators – specifically those critical to the management of the contact center and performance management of agents. With AIMCall, managers can quickly identify patterns and trends in their agents’ performance and use these insights to make timely decisions about how to meet organizational goals for profitability and enhance service quality and operational effectiveness.  

AIMCall not only supports multi-site contact centers, but also supports the blending of contact channels, allowing businesses to optimize their resources and manage the customer experience, regardless of whether the customer chooses to communicate via phone, e-mail or Web chat.

Packaged with a set of ready-made reports and cockpit views, AIMCall gives team leaders, contact center managers and line of business managers the power to analyze agent and aggregate contact center activity in the context of business objectives and within required service levels. Enterprises are better able to maximize effectiveness of their contact center resources and to optimize business.

About AIM technology
AIM technology is a market leader in enterprise performance management applications for strategic business decisions. AIM technology provides the only out-of-the box performance management applications specifically created for contact centers for increased profitability, improved performance management and contact center effectiveness. For more information, go to the company’s website at www.aimtechnology.com

About Wells Fargoä
Wells Fargo is a $370 billion diversified financial services company providing banking, insurance, investments, mortgage and consumer finance through more than 5,800 stores, the internet (www.wellsfargo.com) and other distribution channels across North America and elsewhere internationally.