When your enterprise is built on sales, service, and customer satisfaction, you depend on the power of information and need a 360-degree view of your customers. CRM software , integrated with your contact center software, proves its ability to enhance top-notch customer care and provide actionable insights into the customer journey.
Whether you are using a leading CRM provider or a custom solution, watch how these companies were able to maximize their CRM ROI by delivering the highly personalized experience their customers demand.
Here are four ways how integration your CRM with your contact center can maximize your ROI:
1) Omnichannel contact engagement
Your customers are using modern media channels. And so should you. Employing an omnichannel contact approach means delivering a unified experience via voice, email, social and web chat. Maximize your CRM return by making it easy for agents to track the entire customer journey. Agents can see all interactions on an omnichannel dashboard and manage multiple inbound and outbound channels simultaneously.
2) Predictive dialing
You invest in lead generation—but a hot database of prospects can grow cold when manually working through the list. A contact center with predictive dialing triples agent activity by automatically dialing outbound calls, timed to filter busy signals, voicemail, no-answers and disconnected numbers. Meanwhile all contact actions are automatically recorded in the CRM history. Enable your agents to be more effective and maximize your returns.
3) Integrated voice response (IVR)
An IVR solution can automatically resolve many inbound inquiries, freeing agents to focus on higher value calls and increase your first call resolution (FCR) rate. Combined with skills-based routing and your CRM's ability to predict a caller's likely need, IVRs can help assure that each call will route to the agent with the best skill set to provide the service required. Improving FCR is one KPI that practically guarantees a higher ROI for your operation.
4) Coaching and call recording
Savvy agents know how to interject comments about an account's personal history effectively, but it's a learned skill. Adding contact center "whisper and barge" functionality allows supervisors to coach new agents or join a call if needed in real-time. By employing recorded calls in combination with an integrated CRM solution as a coaching tool, supervisors can accelerate agent learning.
Not only will you gain more knowledgeable customer reps, but agents who receive feedback have higher retention rates. This is a win-win that maximizes the return on your investment in your people.
There are many other benefits to integrating your contact center and CRM, including click-to-dial functionality, screen-pop agent alerts and prompts, voice messaging features, and more. Connect with a Five9 expert today to learn more. 1-800-553-8159
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Sentinel Customer Acquisition uses both Lime Light CRM and IgniteProfit in its contact center. They seamlessly integrated both solutions using Five9 cloud APIs, enabling comprehensive reports tailored to management's needs. “The depth of real-time reporting that we get from Five9 is incredible.” —Sentinel CEO, Jason Myers
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