Companies spend millions of dollars on contact center infrastructure and CRM systems to give their customers the very best service. While most companies understand that brief, helpful calls and fast response times are critical in creating great customer experiences, many companies use systems that get in the way of those goals.
The applications are too hard to navigate or don’t match their business processes. How are companies dealing with these challenges? Most are muddling through, doing the best they can with off-the-shelf CRM software with some minor customizations. While this can improve CRM systems, it’s nowhere close to being an ideal solution. To get the ultimate solution, you need a bespoke system.
What does that mean? Our VP of Sales Jerry Grassi explains in his recent article in CIOReview. Read the article to learn about the top three problems with call center systems and how to fix them.