Five keys to improving the customer experience: Leverage customer insights from across the enterprise Organizations have become increasingly integrated, and it’s more important now than ever for departments to collaborate and share information with each other, all in the name of providing a better customer experience. Those managing the CRM system and making outbound calls also interact with customers, and the information they obtain from these actions can prove to be valuable to the company as a whole. In this final part of the series, we look at how leveraging customer insights from across the enterprise can improve your contact center and create a better customer experience. The various departments at your organization can each provide resources to help with your customer communication initiatives. Contact centers that leverage this information can make enhancements to their operations which improve the caller’s experience. “The best contact centers are becoming tightly integrated with customer relationship management (CRM), enterprise resource planning (ERP) and other back-office applications to get a 360-degree real-time view of the customer, whereby contact center staff can not only determine who is calling, but also quickly pull up an accurate and relevant snapshot of the organization’s relationship with the customer,” says a Genesys white paper. Your multichannel customer service system will allow you to integrate operations, initiate new collaborative efforts and get the most of your data. This can give you new insights into customer behavior, which may help you adjust your call center services. Your inbound call center can also be improved by outsourcing your efforts to an organization that understands how to utilize data and work with other departments to ensure your company is providing customers with the best possible service.