The Real-Time Contact Center

6The Strategic Role of Quality Management and Liability Recording

We are now in the era of CRM, an enterprise business strategy intended to improve corporate profitability by improving relationships with customers. Yet there is a widespread perception that service quality has gone from bad to worse. There is no question that companies struggling because of the poor economy do not invest a lot in customer service. During the past few years, cell phone providers, airlines, and ISPs were just a few of the groups that received negative attention in the press for poor customer service. It’s likely that these companies view customer service as a cost rather than an opportunity to build a lasting and profitable relationship, which it is, when done right. ...