Call center CRM software offers a broad range of features and functionality designed to empower agents to better respond to customer needs and requests. With call center CRM software, businesses can improve productivity, reduce service delivery costs, boost revenues, and improve customer satisfaction.
As customers demand more responsive and more convenient service, more and more call centers are becoming multi-channel contact centers. Read on to learn more about the call center software packages that make successful multi-channel interactions a reality.
Optimizing customer satisfaction and loyalty is a key goal among today’s businesses, and many are turning to call center software to address the challenges that hinder peak client retention. Read on to learn how call center software helps companies achieve critical customer loyalty objectives.
Companies who move to a virtual call center model can realize significant advantages, including reduced overhead costs, broader employee selection, improved agent retention and greater continuity of service.
Call centers feature different applications and various aspects depending on the type of company.
As operating expenses continue to rise, today’s contact centers are under increasing pressure to contribute to their companies’ bottom lines. Read on to learn how call center software can help transform these cost centers into profit centers.
Markets today are saturated with competitors operating in the delivery of commodity products, and companies seeking to differentiate themselves are leveraging best in class call center capabilities. This approach does not come without considerable cost, however, and to offset the budget crunch, a number of providers are moving to the cloud.
In response to this overwhelming demand to do more with less, one of the most common solutions to “cheaper” has been to cut labor costs through labor arbitrage or multi-sourcing.
For years, companies have talked about the importance of the customer and what it means for the organization; but without actions to support the words, such campaigns mean very little.
This whitepaper presents the results of the TCO analysis for twelve (12) contact center configurations. Total cost of ownership is a valuable way to compare contact center acquisition/deployment alternatives. However, it should be viewed as one element in a comprehensive decision process.