The customer experience can be improved upon by making a multitude of information available to contact center agents, while also increasing efficiency. And the secret lies within contact center and CRM integrations.
We are constantly asked to do more and increase efficiency. There is no department where this is more true than in the contact center, and one way to increase efficiency is with integrations.
An integrated contact center and CRM system is easier for your agents to use, increasing their happiness and the customer’s happiness. Resulting in brand loyalty and improved CX.
One example is the ability to synchronize screen pops. Customer information will automatically appear to the agent – notes from previous interactions, how many times the customer has contacted, etc. Data about the interaction is also automatically exchanged between the contact center and CRM systems, for example inserting call recordings and email and chat transcripts into the CRM record for future reference and reporting.
Integrating CRM and contact center data makes incredible sense and can lead to significant improvements if you have the right tools to do it.