Cloud Services University › Forums › CCaaS › CCaaS CONTEST: Why is it important for an ACD and CRM to work together? › Reply To: CCaaS CONTEST: Why is it important for an ACD and CRM to work together?
Customers want highly personalized service, they want to contact a call center how they want and when they want. They want issues resolved quickly and efficiently—preferably on the first call. And they want to deal with knowledgeable agents who know their call history. In short, they want you to deliver a high-valued customer experience. If they don’t get it, they’ll bolt—without hesitation.
To stay competitive, call centers need to work harder to deliver high-valued customer experiences and earn each customers’ respect, trust, and loyalty.
Most inbound call centers use skilled-based routing (SBR) to handle incoming calls. It routes calls to agents with the appropriate skills to address the customer’s need, but doesn’t provide personalized service. But when you integrate your CRM with your ACD you get both skill based routing with personalized service. This union creates a routing system that adds context to every caller interaction. And because it does, it lets agents provide customers with differentiated, one-on-one customer service—exactly what customers want.
Here are Five benefits of CRM+ACD Routing adaptive real-time routing are:
Increased customer satisfaction
Improved response quality
Reduced customer complaints
Increased customer loyalty
Simplified customer journeys
Streamlines operating environment
Increases agent productivity
Reduces call center costs