5 KPIs You Can Improve By Integrating Your Contact Center and CRM
No matter what your job is, you are measured on performance. But if you are a contact center manager, you aren’t measured solely on your own personal performance. How well your team performs—and how their performance is measured by customers—directly impacts your performance rating and potentially your compensation. So, how can you ensure that your agents are able to achieve their own performance goals, and in turn support yours? One powerful way is to integrate your customer relationship management (CRM) system and your contact center software.Your contact center software acts as your single source for customer interaction data across all your channels. And your CRM is your single source for customer relationship data, including identity details, preferences, purchase history, service contracts, and more.Integrating the two empowers you to use your CRM data to augment the capabilities of your contact center software to create a holistic customer journey view, enabling consistent, exceptional customer experiences and driving better performance for your team, your contact center and yourself.Here are five Key Performance Indicators (KPIs) most contact center managers are measured on and that you can significantly improve by integrating your CRM and your contact center software.
