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As the global marketplace continues to gain competitors and customers grow accustomed to the lightning-fast transactions of e-commerce, the bar for speed and service has risen in contact centers worldwide. Despite the introduction of social, chat, and email customer support channels, telephone interactions are still heavily relied upon by customers for urgent and complex matters, with long wait times and call transfers no longer excused as unfortunate, but inevitable, encounters. Telephony support remains at the heart of customer service and, as such, needs to be brought up to speed to continue to meet customer expectations. Essential to this is integrating your telephony system with a customer relationship management (CRM) system. By adopting a computer telephony integration (CTI) solution, you can decrease call handle time, ramp up productivity and establish a competitive and sustainable approach for delighting customers on each and every call. |
