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CRM and the impact on AHT Messages in this topic - RSS

scott.schleisman
scott.schleisman
Posts: 1


1/27/2016
I am trying to build a business case for implementing a CRM application for our contact center. We currently use several disparate applications which drives up handle time. I am hoping that giving our agents a more comprehensive view of the customer will drive down handle time. Does anyone have any feedback on actual CRM implementations and the impact it had on AHT? Is anyone aware of any industry documentation that walks you through the thought process for ROI calculations? Your help is appreciated!
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6cdialer
6cdialer
Posts: 1


7/9/2018
6cdialer
6cdialer
Posts: 1
In my opinion, asking call center agent to view their average handle time(AHT) would lead to cutting off calls, thus resulting in poor customer service and reducing sales efforts. I believe, call center companies experiences high AHT with CRM as CRM was never designed for customer service interaction. Instead, it was created for customer engagement.

For calculating ROI for customer engagement, this article will definitely help you -https://hbr.org/2016/08/calculating-the-roi-of-customer-engagement
edited by 6cdialer on 7/9/2018

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https://www.6cdialer.com
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annaeburleya
annaeburleya
Posts: 1


8/13/2018
annaeburleya
annaeburleya
Posts: 1
Hie guys Thanks for sharing this business information, about ROI and CRM, well I am also ruining a Business about writing services. you can know more about it here : https://typemyessays.com/essay-writing-services Basically I am looking for someone who can help to get best ROI in Google Adds.
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sip2dialbusiness
sip2dialbusiness
Posts: 9


8/17/2018
CRM stands for Customer relationship management which plays an important role in contact centers. A CRM software is crucial for contact centers which we acknowledge and provide top-class CRM software for small, medium and large enterprises.

http://sip2dial.com/products/crm-solution/
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