Contact Center Solutions Featured Article

Call center managers may tend to think of their jobs as painful, and with good reason. Managing a call center involves handling sales, service, support and marketing. That’s a lot to keep track of! Integrating customer relationship management (CRM) elements into a centralized system is a key part of keeping things from getting out of hand.

 

Although each organization is unique, generally speaking contact center managers have a set of common goals: raise customer loyalty, cut costs, respond proactively to call volume fluctuations, maintain detailed analytics and keep all other elements of the operations running efficiently.

 

Employing recognized best practices is a smart strategy employed by successful call center managers. Since such practices evolve over time, a refresher is useful even for veterans of the industry. An upcoming Webinar, CRM Integration Best Practices: Taking the Pain Out of the Call Center, provides just such a refresher.

 

The online event, scheduled for April 2, 2008 at 2:00 p.m. Eastern Time (11:00 a.m. Pacific Time), will be co-presented by Paul Nussbaum, vice president of marketing for AMC Technology and Tracey Schelmetic, editorial director for Customer Inter@ction Solutions Magazine.

 

Nussbaum and Schelmetic will present a checklist of best CRM integration practices busy call center executives can use to streamline their duties by . Topics of discussion will include change management, data cleansing and call flows.

 

For more information and to register, please click here.