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  Category: Articles » Business » Sales » Article

Call Center Solutions for CRM and Contact Center Professionals

By Rick Ferguson

Like anything else in the business world, Customer Relationship Management (CRM) requires a necessity to stay in-tune with the latest communications technology. You either adapt to stay in the game or fall way behind the competition.

This statement especially rings true for call centers as new technologies, applications and call center solutions are often introduced to improve daily and long-term operations.

With that said, it is one thing to understand the importance of having this dedication to learn about the latest call center solutions and quite another to actually do so.

Learning about the latest advanced call center solutions can be a daunting task for several reasons. To begin with, not everyone is accustomed to or experienced with call center solutions and terminology. Common terms like ACD, VOIP and IVR, as examples, may appear complicated, foreign and intimidating to people unfamiliar with the industry.

Furthermore, where can those unfamiliar turn to gain a basic understanding of CRM terms and consequently learn about new call center solutions? With so many CRM vendors online nowadays, finding the right resource can seem like a full-time job in itself.

Here are some key things to look for when searching for an online CRM resource that will not only provide a basic foundation about the industry but also keep you in tune with the latest technologies, developments and solutions.

Experience and Expertise

Go with a CRM professional resource that's been around for a while and has an understanding of how the industry has evolved. Oftentimes, a company that has been around for at least ten years has proven its mettle in the field and has a firm understanding of CRM's past, present and future.


Too many CRM online resources lack direction. In other words, their Web sites are too jumbled to navigate. Users will become even more intimidated and frustrated when reaching an online resource that is visually unappealing and hard to locate information about specific call center solutions.

Whether it's providing a vendor directory of call center solutions or doing something else, organization can go a long way for the popularity of an online CRM resource.

Innovative and Insightful

The best online CRM resources not only explain the latest call center solutions but also probe much deeper into their applications and benefits. From whitepapers, industry expert columns and executive interviews to case studies, Webcasts and online events, a CRM resource that makes the latest call center solutions applicable, tangible and visual for the visitor will be more likely to attract an audience.

With these key points in mind, CRMXchange is a leading online resource to learn about the latest call center solutions. Widely renowned as the "event site," CRMXchange is always hosting some insightful forum to further delve into new call center solutions and their applications to the real business world.
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