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3.5 stars
What To Know When Selecting Call Center Software
Call Center Selection Like any business software selection or implementation, there are steps to take - and avoid - when it comes to selecting and buying the most appropriate call center software for your business. An investment of up-front time in your call center selection is much more likely to result in strong financial and operational returns. Here are some helpful tips to reduce risk and make an informed decision.
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How Call Centers Benefit from CRM
Call Center CRM More often than not the call center serves as the most visible public face of the company. To operate the most efficient and effective call centers possible, companies need to equip their call center agents with powerful, data-rich applications that enable them to provide optimum service to prospects and customers. Call center CRM software is vital to achieving agent productivity and customer satisfaction.
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Questions To Ask CRM References
Call Center References Call center references are one of the best methods to gauge how effective a CRM application may be at improving call center results and also offer a good way to pick up some best practices and lessons learned for your CRM deployment. However, while vetting information with call center references is vital, there are traps to avoid.
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Building Better Call Center Performance Metrics With CRM
Call Center Metrics Numbers are the life blood of contact centers. But while call center software produces a slew of metrics, most of them are low level and fail to get management attention. The paradox of these call center metrics is that while they’re useful for managing the call center, they don’t do a lot to advance the customer relationship or further the purpose of the call center.
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Call Center Learning to Achieve Best In Class Performance
Call Center Learning Every customer who communicates with the call center offers a chance to learn more about what works and what doesn’t. However, most organizations don’t learn from customer experience, and instead, leave call center learning and valuable information on the table—information that could be used to improve customer satisfaction while drive higher customer share and company revenues.
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Call Center Successes: New Technologies To Advance The Mission
Call Center Technologies Social media and new call center technologies combine to deliver a powerful combination in transforming the call center from a cost center to a profit center. New call software applications and tools, such as smart agent desktops, natural language search engines and speech analytics offer new and innovative answers to decades old business problems.
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Four Ways CRM Software Will Improve Call Center Agent Productivity
Improve CSR Productivity A great strength of customer relationship management software is that it can present an integrated and holistic view of the customer. It can also dramatically improve the call center productivity for contact center agents by offering a 360 degree customer as well as deliver a major improvement in the automation, management and information reporting for the call center.
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Call Center Avatars
Call Center Avatars Organizations are always searching for ways to improve customer service, reduce wait times, and save money. Some believe they have found an answer — in interactive virtual agents, known as Avatars. These personalized self-service call center avatar applications are increasingly being positioned as a compliment or an alternative to live call center agents.
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Call Center Successes With CRM Systems
Call Center Successes CRM software vendors claim their products will benefit customers in a variety of strategic ways. Fortunately, through call center success stories users can learn from real world successes the tangible benefits of customer facing strategies and software solutions. In this article, Denise offers several CRM-driven call center enhancements culled from “real-world” implementations.
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Call Center CRM Software Selection Advice
CRM Call Center Advice Call centers stand to gain a lot from smart use of CRM software. But what call center selection advice and key factors should determine which product makes the most sense in a call center environment? Price and product feature set are obvious selection criteria. But the decision-making process should go well beyond that if companies are to ensure their CRM delivers what their call center needs.
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The Virtual Call Center, Will It Work For Your Business?
Virtual Contact Center Traditional call center challenges have led more and more companies — some household names and a lot of smaller companies as well — to move to the virtual contact center model. Although customer service representatives are in multiple places, they are, with the help of call center software designed for this purpose, managed as a single entity.
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What Does The Contact Center of the Future Look Like?
Call Center of the Future Most call center of the future predictions run along the same lines—they will have leading edge technology like universal queuing, multi-channel integration, speech analytics, load balancing across channels, expert agents, geographically dispersed call center representatives, sentiment analysis, and take advantage of whatever social media is most prevalent at the time.
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