Customer Relationship Management: The Bottom Line to Optimizing Your ROI

Technology Overview: How Technology Can Empower Technology

Now that we have looked at technology strategy, we will look at technology that can assure the ability to measure how well that technology is serving the customer and supporting CRM. This is done via a technology quality assurance program. In creating a section on how technology can empower technology we wanted to start by reviewing some of the observations we have seen:

• Companies have identified that the quality of service of their call center can be a sustainable competitive advantage.

• Companies are implementing complex technologies to make the call center more productive and to encourage self-service.

• Although new technology often results in heightened efficiency and productivity, its ...