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Bolstering the Call Center with Service Resolution Management Processes
P.J. Jakovljevic - December 14, 2007

To accommodate increasing customer demand for company and product information and for quick issue resolution, companies are now considering the benefits of online self-service systems. Knowledge management (KM) software is the key to such systems, as well as to integrating customer relationship management (CRM) and service resolution management (SRM)...


 
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