Contactual’s (News - Alert) line of on-demand contact center software offers startups and veterans a like a way to add utility to their operation. From CRMs to ACDs flexible cloud based solutions take the guess work out of customer services, creating sales opportunities and keep customers satisfied. As the end of the year approaches and the Dreamforce dust settles down it is worth thinking how CRMs have evolved over the years and how their implementation has become invaluable to call center space.
CRM was once simply a construction platform for customer databases but it has evolved into significant differentiator and a strategic asset. The emergence of cloud has opened up the gates for 3rd party providers to integrate with CRMs for a variety of business applications. Previously confined to sales, marketing and customer service applications, CRM can now be integrated with all aspects of business software. Providing an overview of the customer experience which can now generate leads and assistance in the advertorial, tech support and operations field as well.
So what does it mean for customer service call center? Clients can transform the customer experience into a strategic asset, which is necessary to compete in today’s market. With a more fleshed out view of the customer, agents can resolve issues quickly and reduce handling times with advanced customer service software. Process automation will also allow clients to reduce costs and help to ensure consistent customer service but is only possible when carefully integrated with intelligence provided via a CRM.
Integrated CRM/Call Center applications facilitate valuable customer overview and do so in real time. By improving customer service levels and I instantly identifying the most profitable customers; and even by providing tools that enable call center agents to convert money-losing customers into profitable ones.
Combining cloud based contact centers with cloud based CRM solutions is a natural step towards achieving greater productivity for your call center. Contactual’s full line of call center software offers these utilities in spades
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Chris DiMarco