Miscommunication and departmental silos can severely impact your contact centre’s efficiency.

In this article by Call Centre Helper, we discuss how using a CRM-integrated, cloud-based contact centre solution such as CxEngage by Serenova can help to eliminate these data silos to allow for comprehensive customer support.

When coupled with our workforce management functionalities, comprehensive reporting can be harnessed to ensure interdepartmental quality management by providing detailed agent performance analyses. CxEngage can even record and analyze customer connections so managers across departments can source opportunities to improve resolution time and provide coaching opportunities for their agents.

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