Common Sense Tip of the Day:
Computer telephony integration is typically part of most corporations’ customer relationship management strategy, yet something as simple as a screen pop is often overlooked. If callers speak with representatives after successfully authenticating in the IVR, make sure callers’ information is readily available and readily used by your representatives. In other words, don’t ask questions for which you (should) know the answers. If your representatives hear “I just told the machine all that” there’s a breakdown in the CTI which leads to a breakdown in CRM – and that’s not typical of most corporations’ CRM strategy! Let’s discuss your objectives! You can reach us at Info@WalshMedia.com or 1-800-454-6453.