I sat for the next hour or so, watching CJ stare at the monitor, banging away at the keyboard. I listened without listening to CJ talk about how unhappy she was at home. I know it must be hard on her, married to a man who is underemployed, drinks too much, and is verbally and physically abusive. She’s the victim.
When CJ successfully finished her task, I walked her to her car. I walked alongside her, admiring her form, and I allowed myself the luxury of imagining what it would be like if I had pursued CJ when I had the chance.
“It’s too bad that you have to go. Miss Crawford is coming this afternoon to do a review of our procedures,” I said, and I could have sworn that I saw CJ roll her eyes.
“I know,” CJ said and got in her car.
“I thought it would be a good idea for you to hear what she has to say.”
“And if I didn’t have to work today, I would stay. I’m sure that you’ll take good care of her,” CJ said and started her car.
“I’ll call you tonight and let you know how it went.”
“Yeah, you do that.”
I stood and watched as CJ backed up and zoo
med of the parking lot. I walked back to the building and couldn’t shake the feeling that she was jealous. But I quickly convinced myself that that couldn’t be the case.
At one that afternoon, Tyhedra Crawford arrived at the building. I introduced her to Kim and Tina, and then I sat back and listened while they told her what their jobs were. Once they were done, Tyhedra asked them a lot of questions. Questions that I wished I’d thought of. But that is what I hired her for.
When Tyhedra was finished with the ladies, I took her around to meet the floor managers. Tyhedra only had a few questions for them, which they answered politely. Then I took her around to meet Ivan DeVito.
I stuck my head in the door. As usual, his head was buried in reports. “Got a minute, Ivan?”
“I always have time for you, Chris. Come on in and have a seat,” he said without looking.
“There is somebody I’d like you to meet.”
When Tyhedra walked into the office Ivan looked up, and I thought I was going to have to pick his tongue up from the desk. He sprung to his feet.
“Ivan DeVito, I’d like for you to meet Tyhedra Crawford. Miss Crawford is a Cisco consultant that I brought in to improve our procedures.”
“It’s a pleasure to meet you, Miss Crawford,” Ivan said. “Please, please, have a seat.”
“Thank you, Mr. DeVito,” Tyhedra said, and sat down in one of the chairs in front of his desk. When she crossed her long, sexy legs, Ivan’s eyes were glued to her. I knew it wouldn’t be long before Tyhedra had him eating out of her hand.
“Miss Crawford’s specialty is the reporting functions. Since that is a particular concern of yours, I thought it would be a good idea if she spent some time with you to make sure that you were getting all you wanted from the system. Miss Crawford has already spent some time with my staff and I took the liberty of having her speak with some of your managers to get a feel for what they do.”
“I think that is an excellent idea, Chris,” Ivan said and looked at Tyhedra. “So, tell me Miss Crawford, what do you think of the system?”
“Well, Mr. DeVito,” Tyhedra started.
“No need to be so formal. Please, call me Ivan.”
“Okay, Ivan,” Tyhedra said and gave him that smile. “As you know, today’s data center is about more than offering a secure environment which minimizes the chances of a security breach. It is about getting the most from your fully integrated, multi-channel interaction.”
“I couldn’t agree more,” Ivan said. He was partially giddy. It was hard for me to keep a straight face.
“You’re using the Cisco Unified Intelligent Contact Management Enterprise Edition as part of your Unified Computing System. From what I’ve seen thus far, you’re not utilizing the system to its full potential.”
“How so?”
“I’m sure you’re aware that the Cisco Unified Intelligent Contact Management Enterprise enables you to transparently integrate traditional inbound and outbound voice applications with Internet applications such as real-time chat, Web collaboration, and e-mail. This integration enables a single agent to support multiple interactions simultaneously, regardless of which communications channel the customer has chosen. Because each interaction is unique and may require individualized service, Cisco provides contact center solutions to manage customer interactions based on almost any contact attribute.”
“I see.”
“A Customer Interaction Network extends customer service capabilities across the entire organization, giving your business a more integrated and collaborative approach to customer satisfaction. With that said, what I’d like to do is make an appointment with you to do a complete review of your system. That way I can search for and identify areas that are in need improvement.”