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Glossary

Call Center CRM

TTEC | Glossary | Call Center CRM

What is Call Center CRM?

Call Center Customer Relationship Management (CRM) is a technology solution that gives agents access to account information and history quickly. CRM technology makes it easier for agents to help customers because they get relevant information during support calls, in real-time, across all channels.

Productivity, operational efficiency, and customer satisfaction are all adversely impacted when Call Center Customer Relationship Management (Call Center CRM) systems aren't properly integrated into an organization's contact center software.  

That's why TTEC only designs bleeding-edge contact center and CRM solutions. Our experts know exactly how to solve for common call center complaints like multiple screens, disparate applications, and disconnected experiences. 

Additional CRM contact center technology Resources

  • CCW market study on the state of contact center technology, featuring TTEC: Contact center technology is evolving and improving. But there are still challenges to overcome, along with opportunities to seize. Get this market study for exclusive research and insights about the state of the technology landscape and how contact centers can use innovative tools and strategies to take customer and agent experiences to new heights.
  • 4 CRM Trends Driving CRM Innovation: Customer relationship management and call center software solutions have come a long way in the last 20+ years — from being just a contact database for sales teams to an essential customer support and management tool for the entire customer lifecycle. As a result, we have identified four CRM trends and CRM technology innovations that are helping organizations in their quest for better customer experience (CX), improved engagement with prospects and customers, increased opportunity management, and enhanced automation and security.
  • Does CRM Simplify the Customer Experience?: Call center CRM software provides valuable information, but if you are not careful, your contact center CRM integration can complicate, rather than enhance, contact center operations. So how should an organization properly deploy CRM contact center technology to simplify the customer experience at scale? In our work with clients, we have identified three best practices: (1) think frictionless, (2) simplify the interaction flow, and (3) orchestrate information access. In this article we explore each best practice in detail to help you improve contact center operations.
  • Six Ways Contact Center Analytics Solutions Can Create Business impact: As the number of customer engagement channels grows so too has contact center volume, and it has become even harder to maintain a consistent experience across interaction touchpoints. These poor customer experiences and channel breakdowns can seriously impact churn and in turn, revenue, so it is critical that your company better connect the dots between channels in order to improve business results.
  • Top Customer Service AI and Automation Trends for 2022: Advances in machine learning, natural language processing, interactive voice response (IVR), advanced call routing, and robotic process automation are empowering contact center agents with ways to provide improved customer support. In this trends report, discover a wide variety of contact center technology trends that are shaping customer experience for the decade ahead.
  • Customer Experience vs. Customer Engagement - Here are the Vital Differences: Customer experience (CX) and customer engagement may seem like different names for the same concept, but they aren’t. While companies sometimes use the terms interchangeably - and, even more generically, under the header of “customer service” - they are separate, nuanced notions. Both play crucial roles in leading to sales success and, to get the greatest return out of each, it’s important to make a distinction between the two.
  • Omnichannel Orchestration: Omnichannel is essential to succeed in the digital age. Center solutions supporting inbound and outbound phone calls are no longer enough to ensure customer success. But just turning on channels or technology is simply not enough, either. Brands must understand the entire customer journey and enable effortless interactions across any channel customers choose. Omnichannel best practices to optimize contact center operations include designing effortless customer-centric journeys, automating aspects of the experience, utilizing well organized call center CRM solutions, and leveraging cloud based technology for CX delivery.