My father always says, “Work smarter, not harder.” And while he is a hard worker himself and has instilled this trait in my siblings and me, his point was nonetheless clear: Why work harder than you have to when there is a more efficient way to achieve the same results?
Thankfully for many of us in today’s workforce, technology does much of the heavy lifting. But harnessing that technology in the best way possible is an important part of having a well-functioning business operation, including customer contact centers.
Many companies have a system for managing their contacts with customers, or a CRM (Customer Relationship Management) system. Many also have a system of Quality Assurance (QA) in place to make sure their customers are getting goods or services at a consistently high standard.
But if your company is operating these two systems in isolation, then you’re working too hard. Thanks to the capability of cloud-based technologies to integrate well with one another, you can manage your customer relationships and your service quality with one combined system. Here are the benefits of using CRM and QA software in conjunction.
Your CRM system keeps track of every interaction your agents have with your customers, right? Inbound and outbound calls, as well as all messaging that takes place via text, livechat, email, and social media are logged and stored in your CRM system.
You use this information to keep track of your customer relationships, so why not also use it to monitor for quality?
By integrating a QA system to work in conjunction with your CRM system, you’re saving yourself the step of data collection and getting straight to the point of monitoring and adjusting for quality.
A QA system can record calls and store messages straight from your CRM system, while also providing a platform for measurement, feedback, and coaching of agents and their KPI’s all from one integrated system. Saving time and money are two very important benefits of using CRM and QA software in conjunction.
The QA efforts of yesteryear involved hiring a third-party team to monitor customer calls to gather mountains of data and then organize it into “reports” deemed “useful” for companies to improve their service.
But integrating a QA system that works with your CRM means being able to customize the data you collect and what you do with it. With options available at the click of a button or the drop of a menu, today’s QA software is highly moldable to the evolving needs and priorities of your team.
Having a QA system that is totally separate from your CRM system fragments the natural flow of information and communication that exists in the modern, connected world of business today.
Think about it. You have a CRM system to manage relationships between agents and customers, and a QA system to manage relationships between agents and customers and management. It just doesn’t make sense to parse out the overall customer and company interactions in this way.
Of the many benefits of using CRM and QA software in conjunction is the ability to manage and evaluate the entire relationship web in which all company-related interactions take place. From customer to agent to management and even beyond, linking CRM and QA software means a fully integrated system that reflects the whole picture.
Software integrations are becoming more and more seamless as cutting-edge business technology makes a mass migration to the cloud.
For example, industry behemoth Salesforce has an expansive list of integrations, so much so that it has formed its own “app cloud” from which customers can customize a suite of products that all work within the Salesforce portal.
Software companies and their offerings can now integrate with one another regardless of size and scope to create a highly customized system unique to each and every company. Using a CRM system in conjunction with QA software is soon to become par for the course as companies take advantage of the smorgasbord of cloud-based software options available at their disposal.
QA software that is integrated right within your CRM system means agents can see their KPI specs in real time at any given moment. It also means that management can monitor, give feedback, and coach on an ongoing basis.
Rather than a QA overhaul periodically, your call center has constant access to the tools that ensure quality and continuous improvement - ‘round the clock, across the weeks, and throughout the year. Steady data provides accurate measurement, and steady quality assurance provides consistent quality.
Agents who have access to a QA dashboard will view QA differently, engaging in self-monitoring and adjustment, with a greater awareness of the quality of service perceived by their customers.
Playvox is among the pioneers of QA software available on the cloud. Scalable for companies large and small, Playvox integrates with numerous CRM systems such as Desk, Salesforce, RingCentral, ZenDesk, LiveChat, and more.
**Boost your contact center QA with Plavox's 3rd party integrations**
With Playvox, incoming and outgoing calls and messages in your CRM system become valuable tools for measuring and improving quality. Agents can customize their dashboard to highlight particular KPI’s, management can give feedback, coaching, and (re)training all from one portal, and agents can even “gamify” their service to maximize their metrics.
CRM and QA: A united front of ongoing success.
Publish Date: April 5, 2017 5:00 AM
|1.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
|3.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.
Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.
Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
|7.)||Cloud IT Services GmbH|
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.
All rates include:
Instant Call Reports
Call Layout after Completion
Your Own Caller ID
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.
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A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.
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