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Call Center Trends: Things to Watch out for in Customer Relationship Management

By Noreen Clay Subscribe to RSS | May 17th 2012 | Views:
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The call center industry continues to grow, thanks to global outsourcing and the demand presented by customer service and general marketing needs. Proportionate to this growth is the expectation of customers that services should be superior than they were before. To keep up with the growing demand and high expectations, contact centers have consistently improved their technologies and methodologies for the delivery of quality services to their clients.

One of these is customer relationship management (CRM), which is the set of all activities and technologies used by companies to interact with customers. Companies have invested in CRM efforts to attract new clients and retain existing customers. Customer relationship management can also be a gauge of a product’s market position. Following are some of the innovations and opportunities the call center sector is facing, and how they shape the future of customer relationship management.

Social media has been at the forefront of trends to watch, and the use of social networks for contact center operations is an example of this development. Online social networks allow companies to listen to their customers through forums, discussions, and comments. Marketers can tell an effectiveness of a campaign just by looking at the number of users subscribed to a certain page. Social media presents an opportunity as a cheaper and more interactive way for businesses to promote themselves.

Another trend in call center CRM is cloud computing. Cloud computing, in general terms, refers to information technology services delivered through the Internet. As the technology expands, companies can use information and computer services without having to install or download anything on their own computers. It’s similar to renting a space on a server for the client to use. This means reduced cost, more flexibility on the part of the client, and less maintenance of client software and hardware.

One challenge in call center CRM technology is the constant improvement of internet telephony services. Though internet telephony provides a cheaper and more efficient alternative to direct telephony, quality of connection is not as refined, and there are security risks as well. Service providers have consistently been trying to improve internet telephony as a safe and reliable mode of communication.

Overall, technology has shaped customer relationship management, and call centers need to adapt to the innovations to achieve efficiency and customer satisfaction. For more information on CRM call center trends, visit the following sites: callcentertrends.blog.com, customermanagementiq.com, and callcenterhelper.com. These resources offer a list of ideas and things to watch out for in the ever-changing landscape of the call center industry.

Noreen Clay - About Author:
For more details, search call center CRM and CRM call center in Google for related information.

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