For those operating in the contact center environment, having access to as much customer information as possible is essential to drive ultimate success. Such a concept is truly the idea behind CRM.
Now that so many different applications are running on a cloud platform, the ability to access CRM in a hosted environment is also gaining momentum. In voice broadcast provider CallFire's recent blog, the main purpose was to provide those using hosted CRM or the CallFire Cloud Call Center the ability to access the CallFire Agent Popup screen.
This blog provided key steps for allowing customer contact center agents to explore the benefits of providing a link to the CRM platform directly within the CallFire Agent Popup screen. By strategically locating the link in an area that gets so much of the agent's focus, time is saved and the overall experienced is maximized for the agent and the caller.
To gain such access, simply export the necessary data from the Web-based CRM and be sure to include the unique ID for each customer as one of the items. Once the list is exported to Excel, leads can be turned into unique URLs, increasing sales conversions and driving more sales.
The link to the customer's profile in the CallFire agent interface provides a quick one-stop into a customer's information that allows the agent to not only know exactly with whom they are speaking, but also their wants, likes and dislikes so that offers may be tailored accordingly or resolution accomplished faster due to information provided in the profile. This approach improves customer satisfaction, reduces churn and saves money.
In addition, the list can be uploaded to an existing Cloud Call Center campaign or a campaign can be created for a specific list of contacts. By streamlining this process, your agents are sure to launch campaigns that apply to specific target audience sects and create more quality leads.
In other CallFire news, the company is set to sponsor the May 7th ReadWriteWeb Mobile Summit. At the summit, topics including mobile social networking, geo-location services, and the difference between native applications versus browser-based apps will be discussed.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.Edited by Kelly McGuire