A recent seminar held by NewVoiceMedia highlighted how contact centers are failing to fully utilize customer relationship management (CRM) data to drive new business initiatives. This missing link between contact centers and CRM is costing businesses millions in lost revenues.
David Beard, Partner Development at Sage CRM commented, "Whilst companies collected customer data and invested heavily on marketing campaigns to entice customers to make contact, many businesses fail to use the data they already have to use the contact centre to provide individualized customer care. Customers are at their most receptive when they call into a business. ICT will help businesses and contact centers provide the same level of highly personalized and interactive customer service that consumers enjoy online - over the telephone."
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