Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.
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that these customers want it regardless of the channel they choose, be it telephone, Web self-service, e-mail, retail kiosk, or chat. The logical question a company should ask itself is how it can provide customers with direct access to the knowledge they are looking for when that data may be residing in a variety of places. For example, product specifications, technical support, billing questions, and pricing and policy information can all be found in any number of places, such as CRM databases; legacy