Presented By: Donna Fluss, President, DMG Consulting LLC; and Mike Garner, Chief Customer Officer, Cicero Inc.
ON DEMAND Date: February 2011

It’s not as daunting and expensive as you might think

The number-one agent productivity tool is your servicing/CRM application. It’s the system your agents depend upon to sell and service customers.  Unfortunately, most of the servicing/CRM solutions in production today, whether home-grown or third-party applications, are outdated and difficult to navigate. Agents have to work too hard and go to too many screens to address customer issues and opportunities, unnecessarily increasing servicing costs. But there’s no need to continue to suffer with your existing servicing/CRM application.  Whether you have a home-grown servicing application or a packaged CRM solution, you can improve agent productivity, speed up call handling and make it easier to deliver better service, without replacing your existing environment. 

This webcast reveals the results of DMG Consulting’s 2011 benchmark study on The Servicing/CRM System Dilemma. The webcast reviews the state of servicing/CRM solutions  market and present ways to address your servicing/CRM application headaches. 

During this webcast you will learn:

• Top 2011 contact center challenges and goals
• Why contact center servicing/CRM applications continue to be a major service obstacle for contact centers
• How to cost effectively  and rapidly improve your servicing/CRM applications