Challenges of Using CRM Systems in Call Centers

Using a CRM system for call centers can be tricky. One problem is that old systems might not work well with newer CRMs, causing data to get stuck in different places. This makes it harder for agents to see full customer information. Another issue is that agents may not know how to use the CRM system properly, especially if they haven’t been trained. Sometimes, when call volumes are high, the system can slow down, causing delays. 

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