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The article on En-Contact announces the launch of Cross CRM by Customer Square, a new tool designed to supervise and monitor the quality of customer relations across different channels and providers. Here are the key points:
Tool objective: Cross CRM aims to provide a centralized and comprehensive view of customer relationship management, integrating and supervising interactions across multiple channels and sites.
Fonctionnalités Principales :
Supervision Omnicanale : Permet de suivre et d’analyser les interactions des clients sur divers canaux (téléphone, chat, email, réseaux sociaux, etc.).
Quality Monitoring : Évalue la qualité des interactions pour garantir des standards élevés de service.
Multi-sites et Multi-prestataires : Gère les relations client à travers différents sites et avec plusieurs prestataires, offrant une vision cohérente malgré la diversité des partenaires.
Benefits:
Data centralization: Enables better management of customer information by centralizing data from different channels.
Performance Improvement: Facilitates performance analysis and the identification of areas for improvement in customer service.
In short, Cross CRM is presented as an advanced solution for optimizing customer relationship management by offering a unified view and efficient management of multi-channel interactions.
