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.
erp service management
business environment, the service enterprise must be able to sense and react, almost instantly, to changing market conditions. These conditions vary depending on whether they are caused by shifts in market structure, new competitive threats, micro- or macro-economic changes, or other factors. A company must also adapt to its users'' needs, since not all users are alike; an adaptable system should provide a personalized interface for the user, based on his or her specific information needs. Ideally, the