The Real-Time Contact Center

13Creating a World-Class Real-Time Engaged Contact Center

The perception among consumers is that service quality has gone from bad to worse in recent years. Interestingly, the perceived decline coincides with the introduction of CRM, a business strategy supposedly dedicated to improving relationships with customers. Customer relationship management is a great concept and strategy whose implementation has fallen short in too many companies around the world. Customers don’t want to be managed. They want to do business on their terms, using their channel of choice, when they want, and the way they want. The challenge is that enterprises must “manage” aspects of customer relationships in order to get the results they want: increased revenue and profitability. ...