Four Key Capabilities for Integrating Call Center Software and CRM Systems

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Earlier in the year, respected industry analyst Sheila McGee-Smith blogged about the growing functional overlap between call center software and CRM desktop applications. She gave some great advice for deciding what the right choice for your business is. I’m not going to revisit that; you can read Sheila’s posts for the details. Instead, I’m going […]

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Are You Meeting Your Customers’ Expectations for Omnichannel Service?

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How often do you actually ask customers how they feel about the service they receive, what their expectations are, or how they would prefer to contact your business? If you’re like most customer service organizations, probably not as much or as often as you’d like. How do you know if you’re meeting their expectations for […]

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call center zombie

The Zombie Apocalypse of Call Centers

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Think about all of the zombie movies, both past and present. Are there any similarities between the zombies in those settings and your call center? Think about it. The zombies huddle together, walk aimlessly without a goal, and are literally emotionless until provoked. Then, disaster strikes. Again, does this sound familiar? Most call center agents […]

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