Here're 5 essential features of call center CRM for better customer service experience.

1. 5 Essential Features of
Call Center CRM

2. Rapidly growing competition in telecom industry want
companies to be more customer-centric. Thus, improved
customer service strategies are gaining contact centers'
attention from around the globe.

3. Changing times have brought
dramatic shift in customers
expectations and want immediate
resolution of their concerns.
So, Call centers are focusing more
on software solutions to manage
customer service.

4. CRM Software is an innovative tool that
manages customer data & interaction effectively.
Let’s take a brief look at some of its features:

5. 1. Call Center Analytics
With CRM software, it is easier to record information
of each & every prospect, which later on can be used to
analyze trends & buying patterns followed by customers.

6. 2. Integrated Agents Desktop
With integrated
desktop, agents can
have immediate
access in CRM to
have 360-degree view
of customer
interactions.

7. Agents can provide hassle-free and consistent
customer service if their CRM has the ability
to integrate with other channels such as social
media, instant chat.
3. Multiple Channel Integration

8. 4. Knowledge Database
The repository of information
in the database can solve
customer queries more
efficiently and quickly. Calling
agents can look for documents,
cases and solutions in the
database.

9. If agent fails to respond
to customer query, the
incident automatically
escalate to higher
authority.
5. Automatic Escalations

10. In order to help
agents access the right
information and
knowledge about
customer's history,
CRM integration is a
smarter way to call
and improve the
overall customer
experience.
Conclusion

11. About Us
The Real PBX, powered by Cloud
Space Technologies LLC, is a global
provider of unified cloud
communication services such as
cloud PBX, Business Phone System,
Predictive Dialer and toll free
numbers to consumers and
businesses.
For more information, visit:
www.therealpbx.com or call at +1-
888-892-9646

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13. References
Top 10 Call Center Technology Must-Haves -
Techtarget
5 Must Have Features of Your Contact Center - The
Real PBX