While the evolution from "call centers" to "contact centers" has brought efficiencies and cost reductions, it has also introduced complexity by creating silos of agent, customer and interaction data.
By breaking data silos, contact centers can unify data from various contact management and CRM systems and use the insights to improve contact center performance. Download this usefull eBook to gain access to:
- A step-by-step practical guide on how to break down contact center application silos
- Contemporary data integration strategies and the pros and cons of each approach
- Guidelines on how to determine the cross-system KPIs that will improve contact center performance
- Modern methods to optimize contact center perforamcne with analytics-driven routing strategies