eBook
Breaking Down Data Silos:
7 Steps to Improve Operational Efficiency by Unifying Contact Centers and CRM Data
Although the transformation of call centers to contact centers has led to a better customer experience, it has also decreased contact center agent performance levels, increased functional redundancies, and created application silos.
By eliminating application silos, contact centers can unify their data and make great productivity gains. This will lead to increased performance and peak efficiency for agents, managers, and administrators. This informative seven step eBook explores:
- How to empower administrators with better control over routing strategies and resource usage
- Administrator, agent, and manager productivity level optimization strategies with examples of each
- A discussion on which APIs are most important for contact center unification and how to setup a proper UI
- Deployment architecture and integration options
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