The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing efforts.
information on customer relationship management documentations
to confirm if the information he or she has just read on the web site is correct, only to hear “Sorry, that's not right,” or worse yet, “Hmm … I am not sure. Sorry.” The chances of the agent solving the problem on the spot, and perhaps even upgrading the customer to a product or service that meets his or her needs, are then indeed slim. Traditionally, agent turnover rates at call centers are fairly high, due in part to having to listen to customers' (justifiable or not) rants, complaints, and