April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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240 6.11 Call/Contact center: driving force behind CRM
Does the organization know who the most profitable customers are?
Are the strategy and tactics in place to keep them?
6.11 Call/Contact center: driving force behind CRM
The call/contact center plays a crucial role in developing and fulfilling cor-
porate CRM strategies. Companies whose main channel to their customers
is through the telephone or e-mail, cannot become truly CRM-focused
without putting the center at the heart of any operational enhancements to
their CRM strategy. It is both the recipient and disseminator of informa-
tion, relating to customers and to the business. CRM is about increasing ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.