DSC Tech Library
Customer Relationship Management
This section of our technical library presents information and documentation relating to CRM Vendors and Customer relationship management software and products. Providing timely customer contact information is vital to maintaining successful business environment. Accurate information provided in an organized and thoughtful manner is the key to any business success.
TELEMATION, our CRM and contact center software, was built on this foundation. The ability to modify your Customer Relationship Management software is just as important in this ever changing business environment.
Our customer contact management and CRM call center software was developed initially with this concept.
Our Telemation Customer Relationship Management solution and contact center software is ideally suited for call centers throughout the world.
Multi-media Contact Centers
The following is an extract from the article "Music to Call Center Managers' Ears" by By Jeffrey Hibbard with Health Management Technology:
"Today's call center -- more often being called "contact center" -- uses more current multimedia mechanisms like e-mail, chat sessions, Web presentations, Voice over IP, and video to provide better communication with members and to help them resolve complex situations more quickly.
Managed care call centers are facing extraordinary customer service, IT and economic challenges because of the emergence of two trends: consumer-directed healthcare (CDH), and the greater demands placed on the call center .
If a call center's supporting IT infrastructure can't accommodate these trends, customer satisfaction will suffer, and the healthcare organization will incur unnecessary and extraordinary retrofit costs. Fortunately, there is a new software distribution method -- software streaming -- that addresses the trends head-on without requiring a major infrastructure overhaul.
Currently, software streaming is most beneficial for call centers where the agents, either administrative or clinical, are on site, rather than remote, and centers with more than 25 seats.
Trend: Consumer Directed Healthcare
Managed care is driving down costs by shifting responsibility and costs from the healthcare provider to the member. Call centers see the impact of this trend in the form of increased call volume and increased call length. Because members or patients are more responsible for managing their health and their money, they have more questions for their providers and want to explore more alternatives.
If the complexity of these questions is too great for a Web site or interactive voice response (IVR), members turn to the call center. This demands sophisticated technology that gives agents instant access to a wealth of information that personalizes the interaction, facilitates the call and provides better service.
Trend: Evolution of the Call Center
The call center's primary focus has been on routine questions such as whether a certain drug is covered, how much it costs to change from single to family coverage or if a doctor is covered in a plan. More and more, these simple transactions are being handled by self-service functions such as IVR or on the Web site.
More complex member interactions require more dialogue and more sophisticated technology to access records and other information. Today's call center -- more often being called "contact center" -- uses more current multimedia mechanisms like e-mail, chat sessions, Web presentations, Voice over IP, and video to provide better communication with members and to help them resolve complex situations more quickly.
Advances in call telephony integration (CTI) are making this possible through more sophisticated screen-pops and call-routing assignments which allow the agent to deliver more value, but also make it more complex for the IT department. The implication is this trend requires more sophisticated technology on the desktop to deliver a multimedia experience that provides an excellent customer-service experience, makes the agent productive and complies with federal rules that require calls to be recorded and then archived for some period of
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