Ciq exec customer service_170227

1. Increasing Profitability in Customer Service Through Corporate Memory Management Corporate IQ Solutions Transform. Scale. Profit.

2. Asset and Capacity Utilization1 2 3 4 Comparative Analytics for Locations / Divisions New CSR Time to Competence, Engagement, and Performance Operations: • Average queue time of incoming phone calls • Average queue time of incoming phone calls • Costs of operating call center/ service desk • Cost per minute of handle time • Email /online chat time backlog • Inbound calls handled • Inbound calls handled per agent per hour • Inbound abandon rate 2© Corporate IQ & Partners, 2017CIQ What Keeps Customer Service Executives Awake? (Partial List In No Particular Order) 5 CSR Retention, Customer Satisfaction, and Customer Retention • Inbound average talk time • Inbound average wrap time • Inbound service level • Inbound call center leads created • Percentage of customer service requests answered in given timeframe • Percentage of calls transferred • Total calling time per day/week/month

3. 3© Corporate IQ & Partners, 2017CIQ Some of the Immediate Value CIQ Can Deliver: • Increase in Cross Sales by 20% • Increase Customer Retention by 8% • Increase Profitability by 18% • Increase CustSat by NPS1 by 21% by Next-Best-Action Optimization “Happy Customers Tell 3 Friends – Unhappy Customers Tell GOOGLE” • Decrease Refunds by 5% 1Note: Net Promoter Score (NPS) is a management tool that can be used to gauge the loyalty of a firm's customer relationships. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth. NPS has been widely adopted with more than two thirds of Fortune 1000 companies using the metric. Corporate Memory Management Can Typically Deliver the following Results to Customer Service

4. Corporate Memory is the accumulated body of data, information, and knowledge created during the period of an organization’s existence… What is Corporate Memory? © Corporate IQ & Partners, 2017CIQ 4

5. CIQ’s Secure, Corporate Memory Management, Closed Loop Analytics Platform scans and analyzes information in all the various structured and unstructured digital formats that exist within an organization. What is Corporate Memory Management (CMM)? © Corporate IQ & Partners, 2017CIQ Through big data analytics, AI, and Deep Learning, valuable insights are gleaned (unattainable by humans) that help clients significantly improve processes, mitigate risk, and improve competiveness. 5

7. Join Us: You’ll Be in Great Company… Artificial Intelligence CIQ is backed by one of the largest AI/ML R&D labs Security CIQ security layer is based on technology tested and deployed across millions of devices, PC’s and servers worldwide Unstructured Data CIQ choice technology for processing unstructured data is adopted by leading global companies CIQ 7© Corporate IQ & Partners, 2017

8. 20059 Wildwood West Drive, Penn Valley, CA USA, 95946 PO Box 85154, 561 Brant Street, Burlington, Ontario, Canada L7R 2G0 Gary L. Melling, President & CEO Corporate IQ Solutions Mobile: +1.905.467.1495 LinkedIn: https://www.linkedin.com/in/gamelling For More Information… © Corporate IQ Solutions & Partners, 2017CIQ 8