Presentation CRM In The Contact Center

This document provides an overview of implementing CRM in the contact center. It discusses that CRM has implications for an organization's strategy, culture, processes and workflows. It then outlines a proven approach to planning and selecting CRM technology, including defining requirements and solutions based on business needs, reviewing current processes and technologies, prioritizing needs, selecting vendors, and taking a phased implementation approach with clear expectations and measures of success. The goal is to integrate CRM across channels and systems to improve customer relationships and business results.