call center CRM software
Call center CRM software, also called call center CRM (customer relationship management), are software solutions that help call center agents access the right information and knowledge about a customer's history to improve the overall customer experience. Call center CRM is typically desktop software that integrate with existing telephony and back-office applications.
Recommended Reading: What does customer experience mean?
The Benefits of Call Center CRM
One major benefit to using call center CRM software is that it enables call center agents to access information and knowledge in real-time to deliver the correct information to customers during telephone and online support calls.
Case management tools and knowledge base applications help agents to deliver efficient resolutions to customers in a timely and satisfactory manner. Software that utilizes predictive analytics can also be used to help agents offer the right sales pitch during customer interactions.
Other features of call center CRM software may include agent training programs, knowledge base applications, social media monitoring, case tracking and customer history tools.
Stay up to date on the latest developments in Internet terminology with a free weekly newsletter from Webopedia. Join to subscribe now.
From keyword analysis to backlinks and Google search engine algorithm updates, our search engine optimization glossary lists 85 SEO terms you need... Read More »Slideshow: History of Microsoft Operating Systems
Microsoft Windows is a family of operating systems for personal computers. In this article we look at the history of Microsoft operating... Read More »Slideshow: Interesting Facts About Google Search
From Goats to Penguins, a server outage and trillions of searches, our slideshow presents interesting facts about Google and the Google.com... Read More »
Java is a high-level programming language. This guide describes the basics of Java, providing an overview of syntax, variables, data types and... Read More »Java Basics, Part 2
This second Study Guide describes the basics of Java, providing an overview of operators, modifiers and control Structures. Read More »The 7 Layers of the OSI Model
The Open System Interconnection (OSI) model defines a networking framework to implement protocols in seven layers. Use this handy guide to compare... Read More »