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.
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customer's needs. Take, for example, an insurance company that has many distinct lines of insurance products but no common customer database, leading to the disastrous result of several agents calling on the same accounts. Such disorganization is not only costly and inefficient, but it also creates a great deal of customer dissatisfaction, annoyance, and ultimately, defection. By implementing a unified solution to market more than one product to the right customers, the service company should be able to