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.
Like everything in technology, AI touches on so many other trends, like self-driving cars and automation, and Big Data and the Internet of Things... Read More »DevOp's Role in Application Security
As organizations rush to release new applications, security appears to be getting short shrift. DevSecOps is a new approach that holds promise. Read More »Slideshow: Easy Editorial SEO Tips to Boost Traffic
This slideshow reviews five easy on-page editorial SEO tips to help drive organic search engine traffic, including the page title, heading,... 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 »