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In the era of multi-channel communications, the Service Management and Customer Support features used in Call Centers, along with Sales Force Automation (SFA), are among the most common functionalities of Customer Relationship Management (CRM) solution. The growing number of call centers on numerous market verticals proves that call centers have become more complex, with a more diverse customer base and with particular needs regarding customer management as well as with multiple products and multiple marketing channels to manage. This white paper aims to provide with answers on how to choose the best CRM implementation provider for call center, what the main functions of a good CRM for call centers are, and what benefits business will derive from integrating its call center with a CRM solution.
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