Companies want more from CRM

Let's face it -- most organizations don't take full advantage of their existing data. Your call center software generates valuable information about hold times, call volume and so forth. However, it won't tell you whether faster call resolution was due to great service or because the customer exchanged e-mail with another department prior to making the call. Read more >>>

This article first appeared at CRMbuyer.com on 4th May 2006. It was written by Larry Barnes and John Yaggie of Customer Interaction Solutions. Copyright 2006 Customer Inter@ction Solutions. All rights reserved. Copyright 2006 ECT News Network. All rights reserved.