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The Call Center is the Other Blind Spot Although organizations often refer to their call-center system as CRM, it is actually a contact management software (CMS). The front-end of a CMS is telephony (e.g. “What’s the call about?”) and automated experiences. The…
Do not count brick-and-mortar stores. Although clicks aren’t yet overtaking bricks in total retail sales it is true that e-commerce has fundamentally altered consumer behavior, and raised their expectations for customer service. According to the U.S. Department of Commerce , ecommerce still…