CRM Mastery e-Journal » Internet Cust. Svs.CRM Best Practice and Industry NewsWhen Getting Human Isnt Enough- August 2, 2007 Here are several excerpts from an informative article by Michelle Goodall Faulkner, When &8216;Getting Human&8217; Isn&8217;t Enough: For most organizations, self-service applications &8212; including IVR, CTI and CRM technologies &8212; have become critical elements of the contact center. And it&8217;s no surprise that the business benefits of using self-service applications instead of live agents for ...http://crmweblog.crmmastery.com/2007/08/when-getting-human-isnt-enough/ |