Contact Center Solutions Featured Article

CRM Integration is Key to Call Center Management

February 08, 2008

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.
 

Don’t forget to check out ContactCenterSolutions’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers whitepapers, case studies and other documents which are free to registered users. Today’s featured white paper is The New New Thing: “Hybrid” Deployments for Speech, brought to you by Voxify.

 
Mae Kowalke is an associate editor for ContactCenterSolutions, covering VoIP, CRM, call center and wireless technologies. To read more of Mae’s articles, please visit her columnist page. She also blogs for ContactCenterSolutions here.

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