CRM and Contact Center Software Integration: The Ultimate Customer Service Tool

Posted by John Rake
8/10/15 6:30 AM

Chances are your sales department uses customer relationship management (CRM) software to manage critical customer data and to streamline business processes. Now think of what CRM can do for your contact center agents when integrated with your existing contact center software. The possibilities are endless.

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Customer Service Best Practices: Are Your Customer Surveys Only Skin-deep?

Posted by John Rake
7/28/15 4:28 PM

Once upon a time, when a call center agent had resolved a customer’s issue, the caller was typically asked to answer a series of short questions about his or her experience on a 1 to5 ranking scale. Contact center managers could then manually compile those answers and try to evaluate agent performance and construct best practices using the responses as a road map. Still, without meaningful insight into what was behind those numerical rankings, improving customer satisfaction was a difficult chore.

Fortunately, contemporary contact centers have the opportunity to implement technology that facilitates more in-depth data collection and examination. Today’s best-in-class contact center software gathers information derived from phone, email, chat or any other channel available to the customer and helps break it into smaller chunks of actionable data. That information then becomes the foundation on which contact center managers build customer service best practices.

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