Building a business strategy aligned to customer needs ensures better acquisition and retention rates. Most call centers operate around the clock and can quickly increase customer satisfaction levels through effective call handling. Finding the right opportunities to sell products that are beneficial for customers is simplified with accurate information related to a customer's products, preferences and interactions.

Call centers often receive high volumes of incoming calls and managing interactions with their associated activities and tasks can create work overloads and impede internal communication. Also, navigating between numerous screens while interacting with a customer can reduce efficiency and first call resolution ratios.

Providing call center staff and their reporting managers with the right CRM tools for facilitating interdepartmental coordination, real-time pipeline visibility, a centralized solutions database and actionable intelligence improves overall performance and accountability.