Implementing a CRM solution for your call center makes sense seeing as call center agents are no longer solely a point of contact—they are extensions of the marketing, sales and support departments, they are order takers, cross sellers, branding representatives and problem solvers. When choosing which solution and CRM vendor to go with you need to do two things:
Choosing the features that will bring you to your desired end result will help you to narrow down the vendors significantly. Typical features for call center CRMs include:
Once you have your list of criteria,you should cross-checking them with CRM vendor features to narrow down your list to a select few vendors. There are several websites that offer matrices to make this task simpler, CompareBusinessProducts.com is one example.
From there you can dig deeper into each of the few vendors in order to drill down to the best one for you and your company.
When choosing one of the many CRM vendors, you must first grill them like a steak. Come up with a list of questions to pose to your shortlist of vendors in order to find the best candidate of the bunch. These questions should be pertinent to your needs, the features you require and the service you will want. Here are a few sample questions to point you in the right direction:
Getting the answers you need during this shortlist vendor comparisons will help you narrow your scope from a few to the lucky one.
One of the biggest mistakes that businesses make when it comes to their CRM software is the features they don’t use. This happens because they invest in CRM with a handful of problems in mind, so they’re content as long as it solves them. But if you want to maximize your ROI, you should be utilizing every feature available to you. more
Would you believe that 89% of businesses expect to compete primarily on customer service in the upcoming years? With that in mind, it’s no surprise that CRM software is becoming such an integral part of business operations. But not all solutions are created equally, especially when it comes to the value they deliver to your business. more
There’s some big things happening with CRM software that you should to be aware of. Technological advancements and changes to business processes have led to developments and new features that are making CRM more valuable than ever. Things like mobile capabilities and greater integration with other software are at the front of this progress. more
A good SMB CRM system can be an incredibly valuable asset for your business. As more businesses recognize this value, the amount of SMB CRM vendors is expanding quickly. Navigating the pricing plans, features, and service terms of all these can be a decision-making nightmare. more