Geeks like Sugar

Geeks on the Way, a technology support firm, has deployed SugarCRM to power its sales and customer support organisation, states CNW Telbec.

By integrating SugarCRM and Asterisk, Geeks was able to quickly roll out an integrated voice and CRM system that allows its call centre to more effectively manage high call volumes across multiple geographies.

"SugarCRM is the strongest of all the CRM products we evaluated," says John Leishman, CEO of Geeks on the Way.

A unified service desktop can improve the customer experience and reduce call times by as much as 50%, according to a report, says Targetwire.

Ventana Research`s report `Enhancing the Customer Experience within a Contact Centre Environment` reveals that customer service is suffering and calls are often long and complex, because agents spend so much time navigating around different systems.

Ninety-eight percent of agents still have to trawl multiple screens to deal with a simple enquiry and 44% use three or more systems to handle one call - often having to use entirely different monitors to access the systems they need.

Cogeco Cable`s two Canadian call centres have won several customer service awards. Two of the awards come from the Service Quality Measurement (SQM), an international firm that measures and evaluate call centres in different sectors, according to Marketwire.

Cogeco Cable was selected out of 300 companies after SQM surveyed between 200 to 400 customers of each company one to three days after calling the contact centre.

Cogeco Cable`s call centres were awarded the Highest Customer Satisfaction in the Telcommunications/TV Industry Award, and the FCR/Csat Improvement Merit Award.