For the longest time, the typical way to handle an incoming call was to ask, “How may I help you?” But with the predictive analytics we have available in contact centers these days, we should be able to have an idea of why a customer is calling without having to ask. The ICMI article “The Crystal Ball Contact Center” by Tim Pickard presents the idea of adding telephone capabilities to the agent’s CRM. This way, by having access to the customer’s phone records along with their catalog history, the agents can have an idea of what the customer is calling about right away.
To read more about this concept, please click the link below to read the full article:
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