Contact center work-flow changes due to CRM use

Customer Relationship Management (CRM) has become vital to marketing. Most organizations have a similar process in converting leads to sales even though their businesses are varied. A CRM software provides insight into the progress of the leads from the time they were generated as a contact record, through their life-cycle, till they reach fruition. Along the way, contact centers are used to increase the effectiveness of reaching out and communicating with current and future customers.

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