IVR Plus CRM Equals the Ideal Contact Center - CUSTOMER

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CUSTOMER : 1/16/2013 eNewsletter   Latest Featured Articles » IVR Plus CRM Equals the Ideal Contact Center Many businesses have quickly discovered the value of using interactive voice response (IVR) systems in their contact center operations. Being able to do such things as distribute information at any time, route callers to just the right contact and answer simple questions without forcing a live agent to handle the job is the kind of thing that makes businesses - and their bottom lines - very happy. But what often isn't considered is how IVR can bring customer relationship management (CRM) into play as well, and that's an advantage that may be just as helpful as IVR itself. » New Study Addresses CRM in the Smartphone Age The results of a benchmark study conducted by The Adcom Group for Virtual Hold Technology are in. They shed light on mobile app use and the need to improve the ease of transition from self-service in mobile apps to live human help. Sponsored By: 28th Annual Top 50 Teleservices Agencies Award The 28th Annual Top 50 Teleservices Agencies Ranking from TMC's CUSTOMER Magazine is accepting entries. This is the industry's most honest and reliable ranking of outsourced customer care. CUSTOMER's Top 50 Teleservices Agencies Rankings will be announced in the April 2013 issue. Now it is easier than ever to apply with our online entry form. Click here to apply now! » CRM Trends for 2013 and the Role of IVR In the month of January, it's common to take the time to reflect on the previous year, recount successes and learn from failures or near misses. It's also time to examine the coming year to identify top trends that may have an impact on your key markets. For those focused on delivering Interactive Voice Response (IVR) technologies, key movements in Customer Relationship Management (CRM) can have an impact on market initiatives » How CRM Can Help Increase Customer Satisfaction The most important area of focus for any type of business that wishes to thrive, whether it's medical, hospitality, retail or otherwise, is to provide the best quality customer service care. In order to make sure that problems are solved in the most effective and timely manner, businesses must choose the most effective CRM software. Top Stories » Benbria's BlazeLoop Uses Mobile Technology to Improve Customer Experience » Can WebRTC Change the Customer Experience? » Salesforce Service Cloud Helps Businesses Transform the Customer Experience » The Value of First Impressions: How Brand Ambassadors Enhance Customer Relationships with One Phone Call Featured Channels » Call Center » IVR » Social CRM & Mobile Care Featured Resources » Getting closer to the customer: A challenge for the C-suite » The Business Value in Balancing Call Center Efficiency with Customer Satisfaction » How To Support Your Customers with Twitter Advertise With Us General advertising Info: Click here    Become a CUSTOMER columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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