Customer Service
How to Measure Customer Centricity
How companies can measure customer centricity and directly impact company objectives such as revenues, margins and profits.
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The Rolling Stones and 60 Years of Customer Satisfaction
The Rolling Stones offer a CRM case study in achieving customer satisfaction for more than 60 years.
Read More4 Ways CRM Can Improve Call Center Agent Productivity
CRM systems improve call center metrics such as call time, up sell and cross-sell, First Call Resolution rate and agent productivity.
Read MoreThe Virtual Call Center: Will It Work For Your Business?
Virtual call centers can balance call volumes, improve call routing, reduce wait times and increase agent and customer satisfaction.
Read MoreTop CRM Benefits for the Contact Center
Here are several of the most cited and impactful CRM software benefits for contact or call centers and their customers.
Read MoreContact Center Shift from Cost Center to Profit Center
Making a Contact Center shift from cost center to profit center requires new thinking, and help with contact center technologies.
Read MoreContact Center Continuous Performance Improvements
Best in class contact centers apply data and insights for learning that systemically improves the customer experience and company results.
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Why the Contact Center 360 Customer View is so Essential
Everyone knows contact center metrics are essential. However, not everyone knows a 360 customer view is a prerequisite to maximizing contact center metrics.
Read MoreContact Center CRM Reference Questions
The right approach and CRM software reference questions to ask contact or call center customer references during the CRM selection process.
Read MoreHow Contact Center CRM Software Delivers
Learn how call centers use CRM software to provide agents with on-demand access to information and provide customers the responses they want.
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