Salt Lake City, UT (PRWEB) January 23, 2007
VendorGuru.com, a one-stop telephony and customer relationship management (CRM) resource for professionals, has released a customizable search database to help businesses improve their communications systems. Because many call center problems stem from outdated communications technology, companies are turning to CRM solutions like Internet protocol (IP) telephony for their office phone systems. Experts estimate that updating call center technology can cut the time agents spend interacting with information technology (IT) applications by up to 90 percent, giving them more time to serve customers.
"Lose Complexity, not Customers," an article on CRMToday.com (http://www.crm2day.com/library/50186.php), reports that call center employees often work with several IT applications when assisting customers. Data supplied by Dynamic Markets found that 66 percent of call center agents use more than three applications per call, and more than half admitted that the extra programs resulted in errors in their work. Companies are beginning to make the shift to a more "agent-centric" application package, using telephony and CRM solutions to get all contacts into one system and cut the number of applications agents must use when interacting with customers.
The customer service process using multiple IT applications can be frustrating both for the customer and the call center agent, and some studies indicate a more serious consequence. According to polling company YouGov over one in five customers in the U.K. admitted that they left their broadband provider after experiencing poor service through the call center. The data was reported on CRMToday.com in an article by David Davies, who added, "Even the most charming agent will struggle to remain calm, polite and efficient if they are faced with the equivalent of an IT jungle every time they deal with a customer."
For companies looking to reduce customer frustration and defection, search site VendorGuru.com (http://www.VendorGuru.com) offers a customizable search database, presenting products related to CRM systems and telephony for call centers of various sizes. Businesses can also locate lead tracking, contact tracking, sales pipeline/forecasting analysis, and other services at VendorGuru.com.
VendorGuru.com has done exhaustive research to identify the most respected and cutting-edge companies in CRM and telephony. This one-stop approach saves business professionals valuable time and money finding the business solutions they need.
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