Salesforce and CallTrackingMetrics work together for better customer support.
Whether in person, online, or over the phone, consumer experience can make or break a business. This old adage of “customer comes first” is underscored by research: nearly 90 percent of consumers prefer quality of service over access to the latest, most innovative products.
Despite the growing demands, however, four out of ten contact centers still have no analytic tools to help them track or access customer data. This makes it difficult to connect the crucial dots between marketing, sales, service, retention, and agent performance.
In the following guide, we’ll talk about the need for contact-center optimization—meaning the use of data, integrations with call tracking technology, and other telephonic and analytics tools— to ensure positive experiences.