If Call Centers aren’t considered the frontline connection to sales and customer service, then what is? Customer Relationship Management (CRM) works supremely well for the call center industry because customer service representatives (CSR) work directly with the users of your service or product.
CRM contains the best tools to assist CSR’s in using and creating a wholesome environment for tracking and automating the call process, information, and customer relationships.
Inclusive for inbound, outbound, automated and other interactive calling services, Microsoft Dynamics CRM is designed to provide a customizable workflow for agents, easy organization, access to customer and service information, integrated application abilities, and smart analytics that boost the most important aspect of any service: communication
Computer telephony integration (CTI) with CRM enables Call Center employees to provide better customer experience that will support loyalty, reduce incidents, and save money.