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I was sitting in on a company calibration between the client and the contact center BPO. The call we listened to was not good at all – three auto fails, and no real demonstration of how to use the callflow. When the call ended, there was an awkward silence in the room. Davis and Associates.
One of the primary advantages of CRM integration with contact center technology is callflow management. These solutions provide the ability to handle inbound and outbound calls through Internet-based telecommunication systems. A well-calibrated IVR system is the cornerstone for intelligent contact center automation.
Every step of the process can be calibrated to minimize the agent’s effort, from dialing the number to logging the call in the CRM. Not having a proper call-back infrastructure: Take the time to work out the callflow of inbound calls.
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