White Paper

How the accelerating convergence of CRM and contact centers is driving better CX

Published June 23, 2020
Last updated June 24, 2020

While the general use of customer relationship management software (CRM) has become the industry standard, it hasn’t always been this way. Over time, as customers have come to expect a more efficient experience, companies have turned to various ad hoc solutions to manage their customer service offering.

Now, it’s not enough to know just a few things about your customers. Understanding customer behavior allows you to personalize the customer experience, leading to better engagement and stronger relationships. With a digital transformation on the books, companies can expect to gain even more insight from their existing and incoming customer data.

In a recent report from McGee-Smith Analytics, How the Accelerating Convergence of CRM and Contact Centers is Driving Better CX, you can read more about:

  • How a more efficient call-center software can change your whole approach to customer service
  • Why an effective workforce management tool is so important
  • The many ways a digital transformation can improve your relationship with your customers