Beyond Philosophy
JANUARY 27, 2022
I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). It was the CRM wave that receded in the early 2000s to make way for CX in the first place. . It was about CRM. .
Beyond Philosophy
JANUARY 12, 2022
Before the Customer Experience movement, the significant wave of change with business was Customer Relationship Management (CRM), and before that, it was Total Quality Management (TQM). . However, CRM and TQM are not gone or rejected. Today, the same is happening with Customer Experience.
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Beyond Philosophy
JANUARY 15, 2022
When I was starting out it was all about Total Quality Management and Business Process Reengineering. Then, following that was Customer Relationship Management (CRM). 10:20 VanAmburg explains the problems of too much focus on the smaller picture and not enough of the bigger picture when analyzing data from a CRM.
CSM Magazine
APRIL 28, 2021
Contact Centre as-a-Service (CCaaS) players might have the specialist cloud contact centre expertise and Unified Communications (UCaaS) players additionally offer voice functionality, but both lack the CRM capabilities necessary to fully understand the customer. Smarter approach to Workforce Engagement Management (WEM) leads the way.
LiveVox
APRIL 1, 2020
11 Ways A CRM Benefits the Remote Contact Center As a contact center leader, your top priority when transitioning onsite agents to work from home is to keep them productive & connected. But that isn’t the only challenge.
CX Global Media
FEBRUARY 28, 2019
With every single piece of back end information with a CRM and to be able to deploy the channels that they want and to be able to do all of that fast enough. How do we surface what they need to be focusing on to help coach their team, to help quality manage their team? How do we get to next best action as fast as possible?
TeleDirect
FEBRUARY 3, 2025
Crisis Management: Rapidly deploy additional agents during emergencies, ensuring uninterrupted customer service. Cost Savings Without Compromising Quality Managing an in-house call center comes with significant expenses, including salaries, benefits, office space, and training costs.
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