ICMI Contact Center Forum

HomeICMI Training Alumni Forum

Are you a former student of ICMI training? Whether you joined us at a Symposium, had us come to your contact center, or use the Online Training Pass, this is a place for you to network.

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!
0 link
6cdialer
6cdialer
Posts: 1


11 days ago
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

--
https://www.6cdialer.com
0 link






Powered by Jitbit Forum 8.3.7.0 © 2006-2013 Jitbit Software