Supercharge CRM with tech trio

Recent advances in customer-centric software development have injected some exciting new capabilities into the world of customer relationship management (CRM), reports the Bangkok Post.

Whether it is software that operates at the very front line of customer service, or applications that help improve efficiency in the back office, there are lots of areas benefiting from new technologies that help improve the customer experience.

A common source of inefficiency in the contact centre is when agents are faced with an enforced navigation through different systems and multiple screens in order to fulfil a customer request.

The company behind Salesforce.com applications has revealed it is to utilise social networking sites in order to provide customer service, states Experian QAS.

As part of its cloud computing infrastructure, Salesforce.com now uses Facebook and Twitter in order to answer customer questions and provide support.

The firm claimed the move was a response to the developments in the way in which consumers now access information.

The number of contact centre 'seats' used by New Zealand organisations grew strongly last year as businesses continue to tweak their operations to take advantage of cheaper ways of interacting with customers, according to The New Zealand Herald.

There are about 29 000 staff working at 350 local contact centres, according to the latest annual survey by industry researcher callcentres.net.

Call centre seat numbers grew 6.1% over the past year, but that growth rate is expected to fall to 1.3% over the coming year.