Originally posted at bluewolf.com
Customer Service is a new corporate battleground. Providing outstanding service is mission critical to building customer loyalty and a long lasting brand. That being said, the cornerstone of every company’s customer service strategy remains the telephone, and the customer service agent.
Innovations in cloud technologies have enabled the seamless integration between telephony and customer relationship management (CRM), making service agents much more productive—starting the “hello experience” with the appropriate information at hand. They are able to quickly review notes and client history, moving the flow of the call toward a solution. When deliberating between cloud-based computer telephony integration (CTI) solutions, consider the importance of these three factors in your decision-making process:
What happens when you marry the right business process with telephony and CRM integration?
You ensure the right employee, at the right time, equipped with the right information, can make each customer interaction a success.
Customer Experience, Employee Engagement, Frontline Leadership,