Contact Center Expert on CRMToday.com Gives Tips for Maximizing Customer Service
When they're successfully integrated in a contact center, CRM (customer relationship management) and customer service technologies can increase a business' level of service and create sales opportunities. An "Experts Corner" article at CRMToday.com describes some of the possibilities. CRMToday.com is an online resource for businesses that need CRM solutions.
(PRWEB) July 23, 2007 -- Customer relationship management (CRM) and customer service technologies can be integrated in a business' contact center to help provide the best customer service and increase sales. CRMToday.com, a business-to-business online resource, features an "Experts Corner" article about combining these solutions. Visitors can also fill out a short survey to learn which of the top CRM vendors might be right for their business (http://www.crm2day.com).
"By integrating customer service technologies -- PBX and call handling equipment, self-service applications, agent desktop solutions -- and the CRM system, organizations can personalize their interaction with customers, which results in higher customer satisfaction levels," says CRMToday.com "Experts Corner" columnist John Joseph, vice president of corporate marketing at voice solutions provider Envox Worldwide (http://www.crm2day.com/experts/50434.php).
Joseph says that one good way to integrate technologies is to use "screen pops" that give contact center agents immediate customer information on their screen -- and to use the technology even on automated calls.
"For example, a customer that simply has a checking account can be presented with a streamlined menu structure that allows them to access the information in their account more quickly, by eliminating choices for accessing existing mortgage, car loan or savings account information," Joseph explains. The same self-service technology that can limit the number of menu items customers are forced to listen to can also increase sales opportunities by presenting offers for new products (http://www.crm2day.com/experts/50434.php).
CRMToday.com provides business information, resources and interactive tools that help companies improve their customer relationship management. Expert advice from industry professionals, company profiles and other features make it easy for businesses to learn more about how customer relationships can shape a company's consumer loyalty.
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