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7 Steps to Improve Operational Efficiency by Unifying Contact Center and CRM Data

Broadsoft

Although the transformation of call centers to contact centers has led to a better customer experience, it has also decreased contact center agent performance levels, increased functional redundancies, and created application silos. 

By eliminating application silos, contact centers can unify their data and make great productivity gains. This will lead to increased performance and peak efficiency for agents, managers, and administrators. This informative seven step eBook explores: 

  • How to empower admnistrators with better control over routing strategies and resouce usage
  • Administrator, agent, and manager productivity level optimization strategies with examples of each
  • A discussion on which APIs are msot important for contact center unification and how to setup a proper UI
  • Deployment architecture  and integration options

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Published:  May 25, 2017
Length:  12
Type:  White Paper