Bringing CRM into the Contact Center

•

0 likes•965 views

The document discusses how bringing customer relationship management (CRM) into the contact center can help agents better understand and engage with customers. It describes how customer channels and expectations have evolved, and how CRM can help answer fundamental questions about understanding customers, empowering agents, and delivering consistent experiences. Integrating CRM gives agents a 360-degree view of customers and allows for multi-channel responses. This helps improve agent productivity, customer satisfaction, loyalty, and the ability to retain top agents.

Bringing CRM into the Contact Center
Clint Oram, CTO & Co-founder
SugarCRM

©2013 SugarCRM Inc. All rights reserved.

Responding to Customers
A brief history of call centers

©2013 SugarCRM Inc. All rights reserved.

©2013 SugarCRM Inc. All rights reserved.

Evolution of Customer Channels

1980’s

1990’s

2000’s

1970’s

phone
acd

2010’s

twitter
fax
ivr

chat

facebook

web self-service
mobile
email sms
co-browse
forums
linkedin

©2013 SugarCRM Inc. All rights reserved.

Evolution of Customer Relationships

“cenizas de
“amamos a
clientes problema”
nuestros clientes”

translate.google.com

©2013 SugarCRM Inc. All rights reserved.

But Customers Still Aren’t Happy With Us
Harris Customer Satisfaction Survey

©2013 SugarCRM Inc. All rights reserved.

75%
©2013 SugarCRM Inc. All rights reserved.

Are frustrated because you don’t know my history

61%
©2013 SugarCRM Inc. All rights reserved.

Say you know nothing about me after the call

41%
©2013 SugarCRM Inc. All rights reserved.

Escalated issues to a supervisor

21%
©2013 SugarCRM Inc. All rights reserved.

Escalated issues via social media

CRM Drives Customer Engagement
Creating Customer Experts

©2013 SugarCRM Inc. All rights reserved.

Why CRM in the Contact Center?

©2013 SugarCRM Inc. All rights reserved.

CRM Drives Customer Engagement

Make every agent more effective every time they
engage 1 on 1 with every customer.

©2013 SugarCRM Inc. All rights reserved.

Answer Three Fundamental Questions
§  How can we better understand the needs of
every individual customer?
§  How do we empower every user to engage
successfully with their customers?
§  How can we deliver a consistent
experience every time?

©2013 SugarCRM Inc. All rights reserved.

Answer Three Fundamental Questions
§  How can we better understand the needs of
every individual customer?
every customer
§  How do we empower every user to engage
successfully with their customers?
every user
§  How can we deliver a consistent
experience every time?
every time

©2013 SugarCRM Inc. All rights reserved.

Contact Center Technologies
Agent Desktop
Customer Relationship
Management

Workforce
Optimization

Communication Infrastructure

©2013 SugarCRM Inc. All rights reserved.

17

Contact Center Technologies
•  Case
management
•  Knowledge base
•  Self-service portal
•  Real-time
analytics
•  CRM accounts,
contacts, offers
•  Social media
engagement

©2013 SugarCRM Inc. All rights reserved.

Agent Desktop
Customer Relationship
Management

18

Contact Center Technologies
With Full CRM
•  360 Degree View
of the Customer
•  Multi-Channel
Response

Agent Desktop
Customer Relationship
Management

•  Sales Force &
Marketing
Automation
•  System Integration

©2013 SugarCRM Inc. All rights reserved.

19

Customer Engagement Success Factors
What?

Why?

§  Optimize Pre-Call Work

ü  Improve Agent Productivity

–  Call deflection and skills-based routing
based on customer data

ü  Improve Customer Satisfaction

§  Reduce Unnecessary Talk Time
–  Screen pops with customer data

ü  Create Customer Loyalty

§  Increase Helpful Talk Time
–  One social agent desktop for all
systems

ü  Retain Best Agents

§  Reduce Wrap-up Time
–  Easy UX, fast data entry, automated
business processes

©2013 SugarCRM Inc. All rights reserved.

20

Sugar in the Contact Center

•  Case
management
•  Knowledge base
•  Self-service portal
•  Real-time
analytics
•  CRM accounts,
contacts, offers
•  Social media
engagement

©2013 SugarCRM Inc. All rights reserved.

21

Engage and Build a Relationship

Make every agent more effective every time they
engage 1 on 1 with every customer.

©2013 SugarCRM Inc. All rights reserved.

#sugarcrm
Gracias!
Clint Oram
@sugarclint

©2013 SugarCRM Inc. All rights reserved.

Big data is big news for anyone working in IT, and a real opportunity for pub and restaurant businesses to improve operational efficiency and profitability. But before IT managers can harness their data and help operations and marketing to put it to good use, there are some real challenges to overcome. Right across the industry, technology has often evolved - or even morphed - over time into a “spaghetti soup” of disparate systems that were never designed to talk to each other. In other words, pub and restaurant businesses may hold wonderful servings of data but it’s invariably siloed or fragmented across the organisation. With this week’s slideshare presentation, take a moment to explore the issues further. On the menu today: Six reasons why data means power A ten course tasting meal to help you avoid potential data pitfalls A smorgasbord of reasons why better IT could transform your casual dining business.

CCW Interview: Tom Feeney, Safelite

CCW Digital

AICPA19 - 8 simple techniques to grow your business with video marketing

Antoine Dupont

CRM Support Desk

Prasanna Yogesh

CRM Support India

Prasanna Yogesh

AvideonCRM's Association for Manufaturing Technology CRM Presentation Date: Thursday, January 12, 2012 @ 11:00 a.m. ET Richard Wiklund of AvideonCRM leads this webinar, which focuses on a high-level view of how to use, implement and improve your CRM system. He will cover topics that appeal to all areas of CRM usage: Those who have a CRM and use it well, those who have a CRM and need to start using it better, and those who do not have a CRM and may have never heard of one. Everyone will walk away with something to get their sales season started off right! Speaker: Richard Wiklund, Salesforce Certified Consultant – CEO, AvideonCRM, LLC

CUSTOMER RELATIONSHIP MGMTDebashish Banerjee

Retaining Customers Effectively in the Digital Age

Banner Managed Communication

SUDHᾹMRIT

CompanyProfile2015_al06-0702-0916-HRAdrian Monterde

Sudhamrit Service Catalogue

SUDHᾹMRIT

Who we are Sudhamrit, formerly known as Sudhamrit service provider Pvt. Ltd. (SSPL) is specialized in three different categories of services as contact centers, recruitment procedure and consultation for business. We are a comprised of latest technology modern and advanced analysis of business objectives of client and positive approach towards helping them in reaching their goals and hence we are completely set apart from other service providers. We cater our customized solutions to customers so as they connect and establish a relationship with their shoppers located globally. We care for our work Vision We strive to make our solutions for our customers entirely different from other service providers in order to let them achieve their business’ goals and objectives. Mission We are not a dominating service provider of IT solution in spite of that we believe in serving our clients as a servant leader corporation expert in catering innovative services and give one of a kind customer experiences. Our Benefits 24x7 Services. We focus on changing purchasers’ mind so that he can relate and build a connection with clients’ organization and our client at last gain maximum shares in market. Our Benefits? Get enhanced and expanded sales every business has to face challenges regarding generation of leads but we cater our services that play a vital role in conversion of leads’ sales. Management of leads with specified categories we have expert and professional lead generation team who have years of experience in this sectored. All of them specifically provide assistance for each kind of product and solution. Expertise in setting of appointment the primary step of sales is lead generation we therefore, understanding this aspect we create a relationship with business leads and business owners and set apt appointment.

The role of mis in crm

NCBA&E Multan Campus

SalesFundaa CRM Software ppt

Samantha Taylor

Omni channel attribution and conversion tracking - AT InternetAT Internet

Novedades SugarCRM Junio 2013

PalmtreeConsulting

IBM Thought Leadership Thursday - Marketing Attribution roadshow presentation

Blair Reeves

Customer Lifecycle Management (CLM) Platform

acuser30

An enterprise wide information backbone for 4W & 2W dealerships, which encompasses all the branches and all users who are part of the dealership. Provides an accurate source of information related to each and every customer and their entire interaction lifecycle with the dealership. Provides insights into data points which were hitherto undiscovered and were buried within your existing data. For a FREE and no-obligations demo & consultation please contact us at - Email - enquiry@crosscode.in Call - +91.99169.65415

A Shared Vision for Success: How TOMS Engages Customers While Doing Good

Dreamforce

TOMS was built on a movement, a sense of community and caring for people in need. Join us in this session for a discussion about the power of incorporating giving in business. The TOMS digital technology team will share how, through a shared vision for improving lives, they work with Salesforce to drive innovation in philanthropy and manage customers across channels. Watch the video: http://bit.ly/1KmAJ6v

SMS Magic for Salesforce1: Features and Essential usecases

smsmagic

Salesforce1 is the new social, mobile and cloud platform built to transform sales, service and marketing apps. It’s present a lot of opportunities for everybody from customers to admins. Keeping up with the latest wave, Screen Magic is launching a new application “SMS Magic 1”, congenial with this awesome platform. Rediscover a complete new way of sending out SMS messages in Salesforce with SMS Magic 1! In this webinar, explore - - How to use SMS Magic with Salesforce1 - Features of SMS Magic on Salesforce1 - Essential Usecases

Revista Mundo Contact Julio 2016

Mundo Contact

Revista Mundo Contact Junio 2016

Mundo Contact

Similar to Bringing CRM into the Contact Center

Transforming the Customer Experience with SugarCRM

Clint Oram

Sean V. Bradley: Turn Your CRM Into an ATM

Sean Bradley

Integrating Human and Digital Touchpoints through the Customer Lifecycle

DRI - Discovery/Reinvention/Integration/

Operationalizing the Customer Journey

Efim Aldoukhov

Crm

ttquy

Crm process presentation for dealers v9

Ralph Paglia

IMTSedu Webinar: Focus on Customer Relationship Management

AvideonCRM LLC

CUSTOMER RELATIONSHIP MGMTDebashish Banerjee

Retaining Customers Effectively in the Digital Age

Banner Managed Communication

SUDHᾹMRIT

CompanyProfile2015_al06-0702-0916-HRAdrian Monterde

Sudhamrit Service Catalogue

SUDHᾹMRIT

The role of mis in crm

NCBA&E Multan Campus

SalesFundaa CRM Software ppt

Samantha Taylor

Omni channel attribution and conversion tracking - AT InternetAT Internet

Novedades SugarCRM Junio 2013

PalmtreeConsulting

IBM Thought Leadership Thursday - Marketing Attribution roadshow presentation

Blair Reeves

Customer Lifecycle Management (CLM) Platform

acuser30

A Shared Vision for Success: How TOMS Engages Customers While Doing Good

Dreamforce

SMS Magic for Salesforce1: Features and Essential usecases

smsmagic

Similar to Bringing CRM into the Contact Center (20)

Transforming the Customer Experience with SugarCRM

Sean V. Bradley: Turn Your CRM Into an ATM

Integrating Human and Digital Touchpoints through the Customer Lifecycle

Operationalizing the Customer Journey

Crm

Crm process presentation for dealers v9

IMTSedu Webinar: Focus on Customer Relationship Management

CUSTOMER RELATIONSHIP MGMT

Retaining Customers Effectively in the Digital Age

CompanyProfile2015_al06-0702-0916-HR

Sudhamrit Service Catalogue

The role of mis in crm

SalesFundaa CRM Software ppt

Omni channel attribution and conversion tracking - AT Internet

Novedades SugarCRM Junio 2013

IBM Thought Leadership Thursday - Marketing Attribution roadshow presentation

Customer Lifecycle Management (CLM) Platform

A Shared Vision for Success: How TOMS Engages Customers While Doing Good

SMS Magic for Salesforce1: Features and Essential usecases

Recently uploaded

RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...

BBPMedia1

Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.

Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf

dylandmeas

Business Valuation Principles for Entrepreneurs

Ben Wann

Exploring Patterns of Connection with Social Dreaming

Nicola Wreford-Howard

Putting the SPARK into Virtual Training.pptx

Cynthia Clay

This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.

The effects of customers service quality and online reviews on customer loyal...

balatucanapplelovely

5 Things You Need To Know Before Hiring a Videographer

ofm712785

3.0 Project 2_ Developing My Brand Identity Kit.pptx

tanyjahb

BeMetals Presentation_May_22_2024 .pdf

DerekIwanaka1

Search Disrupted Google’s Leaked Documents Rock the SEO World.pdf

Arihant Webtech Pvt. Ltd

The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/

Affordable Stationery Printing Services in Jaipur | Navpack n Print

Navpack & Print

Unveiling the Secrets How Does Generative AI Work.pdf

Sam H

At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.

ModelingMarketingStrategiesMKS.CollumbiaUniversitypdf

fisherameliaisabella

Kseniya Leshchenko: Shared development support service model as the way to ma...

Lviv Startup Club

ikea_woodgreen_petscharity_cat-alogue_digital.pdf

agatadrynko

Discover the innovative and creative projects that highlight my journey throu...

dylandmeas

ikea_woodgreen_petscharity_dog-alogue_digital.pdf

agatadrynko

Introduction to Amazon company 111111111111

zoyaansari11365

LA HUG - Video Testimonials with Chynna Morgan - June 2024

Lital Barkan

Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯 We will dig deeper into: 1. How to capture video testimonials that convert from your audience 🎥 2. How to leverage your testimonials to boost your sales 💲 3. How you can capture more CRM data to understand your audience better through video testimonials. 📊

Sustainability: Balancing the Environment, Equity & Economy

Operational Excellence Consulting

[Note: This is a partial preview. To download this presentation, visit: https://www.oeconsulting.com.sg/training-presentations] Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit. Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability. LEARNING OBJECTIVES 1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments. 2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts. 3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations. CONTENTS 1. Introduction and Key Concepts of Sustainability 2. Principles and Practices of Sustainability 3. Measures and Reporting in Sustainability 4. Sustainability Implementation & Best Practices To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations

Recently uploaded (20)

RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...

Meas_Dylan_DMBS_PB1_2024-05XX_Revised.pdf

Business Valuation Principles for Entrepreneurs

Exploring Patterns of Connection with Social Dreaming

Putting the SPARK into Virtual Training.pptx

The effects of customers service quality and online reviews on customer loyal...

5 Things You Need To Know Before Hiring a Videographer

3.0 Project 2_ Developing My Brand Identity Kit.pptx

BeMetals Presentation_May_22_2024 .pdf

Search Disrupted Google’s Leaked Documents Rock the SEO World.pdf

Affordable Stationery Printing Services in Jaipur | Navpack n Print

Unveiling the Secrets How Does Generative AI Work.pdf

ModelingMarketingStrategiesMKS.CollumbiaUniversitypdf

Kseniya Leshchenko: Shared development support service model as the way to ma...

ikea_woodgreen_petscharity_cat-alogue_digital.pdf

Discover the innovative and creative projects that highlight my journey throu...

ikea_woodgreen_petscharity_dog-alogue_digital.pdf

Introduction to Amazon company 111111111111

LA HUG - Video Testimonials with Chynna Morgan - June 2024

Sustainability: Balancing the Environment, Equity & Economy

Bringing CRM into the Contact Center

5. Evolution of Customer Channels 1980’s 1990’s 2000’s 1970’s phone acd 2010’s twitter fax ivr chat facebook web self-service mobile email sms co-browse forums linkedin ©2013 SugarCRM Inc. All rights reserved.

15. Answer Three Fundamental Questions §  How can we better understand the needs of every individual customer? §  How do we empower every user to engage successfully with their customers? §  How can we deliver a consistent experience every time? ©2013 SugarCRM Inc. All rights reserved.

16. Answer Three Fundamental Questions §  How can we better understand the needs of every individual customer? every customer §  How do we empower every user to engage successfully with their customers? every user §  How can we deliver a consistent experience every time? every time ©2013 SugarCRM Inc. All rights reserved.

18. Contact Center Technologies •  Case management •  Knowledge base •  Self-service portal •  Real-time analytics •  CRM accounts, contacts, offers •  Social media engagement ©2013 SugarCRM Inc. All rights reserved. Agent Desktop Customer Relationship Management 18

19. Contact Center Technologies With Full CRM •  360 Degree View of the Customer •  Multi-Channel Response Agent Desktop Customer Relationship Management •  Sales Force & Marketing Automation •  System Integration ©2013 SugarCRM Inc. All rights reserved. 19

20. Customer Engagement Success Factors What? Why? §  Optimize Pre-Call Work ü  Improve Agent Productivity –  Call deflection and skills-based routing based on customer data ü  Improve Customer Satisfaction §  Reduce Unnecessary Talk Time –  Screen pops with customer data ü  Create Customer Loyalty §  Increase Helpful Talk Time –  One social agent desktop for all systems ü  Retain Best Agents §  Reduce Wrap-up Time –  Easy UX, fast data entry, automated business processes ©2013 SugarCRM Inc. All rights reserved. 20

21. Sugar in the Contact Center •  Case management •  Knowledge base •  Self-service portal •  Real-time analytics •  CRM accounts, contacts, offers •  Social media engagement ©2013 SugarCRM Inc. All rights reserved. 21

Bringing CRM into the Contact Center

Recommended

Recommended

More Related Content

Similar to Bringing CRM into the Contact Center

Similar to Bringing CRM into the Contact Center (20)

More from Mundo Contact

More from Mundo Contact (20)

Recently uploaded

Recently uploaded (20)

Bringing CRM into the Contact Center