CRM Software and Workforce Optimization

The more efficient a workforce, the better customer relationships will be managed and the more profitable the company will be. According to Forrester Research, just 31% of brands carefully monitor customer interactions for quality. In 2015, contact centers will see better CRM software with features that will enable the brand to target, observe, and improve key performance indicators (KPIs), while also letting companies watch metrics in real time. Collected data will show companies where there are deficiencies in the systems and agents.

Fundamental Benefits of Contact Center Software

According to Klipfolio, a contact center has three primary goals: to reduce handling times, to increase productivity, and to satisfy service level agreements. At the base level, all CRM software should have the following four benefits:

  1. Measure: CRM software should turn agent metrics into reports to give management a clear overview of the successes and deficiencies in the contact center.
  2. Reduce Costs: When call volume increases, CRM technology should help agents handle more calls. Or, it should support a smaller number of agents in handling the same call volume.
  3. Scale Volume: Contact centers should be able to reply on intelligent software to handle an increasing number of interactions, including more calls overall and more calls per agent.
  4. Train More Efficiently: CRM software should include scripting and review to make sure agents always have correct information to deliver to customers.

Monitoring Metrics in Real Time

Contact center dashboards should allow for the monitoring of critical metrics in real time in order to help agents and managers handle challenges before they turn into disasters. Problems need to be addressed in real time, even if that means collaborating with other agents or departments.

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