The Largest Online Community for Contact Centre Professionals
The Largest Online Community for Contact Centre Professionals
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2nd February 2014
In this Opinion Piece, Ken Reid looks at the ways that CRM has evolved in the contact centre and asks if a new technique called Contact Point Management may not be more appropriate.
Opinion Piece: written by Ken Reid of Rostrvm
Jo Robinson has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.
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24th September 2025
From Insight to Impact: The Next Era of CX and AI Leadership – Webinar
