Contact center software CRM Customer emotions Multichannel 
VocalCom
JUNE 11, 2018
Your company must ensure that data is managed and shared efficiently with the help of a CRM solution , so that agents may offer better service. While having a central database will undoubtedly reduce average handling time, remember that first contact resolution is more important for earning customer loyalty.
VocalCom
AUGUST 7, 2017
Are agents able to contact supervisors efficiently when extra help is needed? Are agents well trained in using the CRM database? Understanding such metrics can help improve contact center practices and the overall customer experience. Understand customer sentiments to connect on an emotional level.
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