Article Abstract:
A plethora of customer relationship management (CRM) tools have been developed for the call center industry. It would benefit call center managers to know what they should expect to find in evaluating CRM tools prior to making a purchase. The ideal agent-oriented CRM system is one that must connect with four communications areas, namely, the automatic call distributor, such as a PBX; telephone network; Internet; and existing CTI middleware that is most probably in place. Any CRM tool that delivers less cannot be considered a true CRM platform.
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Article Abstract:
Santa Barbara, CA-based Productive Marketing Inc has reached an agreement to settle a Federal Trade Commission lawsuit, which involves its auction guide telemarketing business, for $100,000. The lawsuit claimed that the company charged consumers' credit cards witout authorization. It also charged the company with making false claims. On top of the payment, the firm has also agreed to halt telemarketing and to stop selling auction guides.
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Article Abstract:
Teleservices provider The AfterMarket Co is incorporating an automated problem-notification system, created by FrontRange Solutions Inc, into its contact centers to try to reduce abandoned calls and decrease costs. The system automatically alerts the appropriate staff when it is informed of a problem. If the problem is not corrected within a predetermined time, the system notifies higher-level staff.
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