Swipe to know Key Findings >>>> "Boost Your Customer Experience With a Better Integrated Contact Center, CRM, And Collaboration Systems" A Research Paper by Forrester Consulting
Contact Centers play a central role in supporting the customer journey across both pre-purchase and postpurchase touchpoints It is no surprise that nearly 50% of decision-makers responsible for contact centers say that their number one objective is improving the customer experience (CX) Forrester conducted a survey of 372 global contact center decision-makers to evaluate the ways in which companies are investing in their Contact Centers to improve CX
> > >
1) Companies are Not Confident in their Contact Centers - Key factors contributing to this lack of confidence include: >> Inadequate technology >> Inability to service customers on their channel of choice >> Lack of visibility into customer data >> Limited collaboration between agents and internal peers/experts to help answer questions Key Findings
2) Poor Integration Between Contact Center Systems & CRM >> Integration between Contact Centre System & CRM System is a key challenge faced by many organizations 3) The benefits of improved contact center and CRM system integration are three-fold - Benefits are: >> Improved productivity of Contact Centre Executives >> Improved technology management >> Enhanced contact center business outcomes
4) An All-In-One Approach To Contact Center Systems Integration Can Alleviate CX Challenges >> Moving contact center systems, CRM systems, and collaboration systems to the same provider >> Moving all systems to the cloud
Key Recommendations Consolidate contact center, CRM, and collaboration solutions onto a single cloud vendor Stay close to agent training and performance Leverage collaboration tools for enhanced agent Leveragesupportcustomer journey data for continuous improvement
If you're looking to automate & accelerate your Contact Centre, be sure to get in touch with us! sales@dynatechconsultancy.com www.dynatechconsultancy.com