Analytics CRM Exercises Strategic Value 
ClearAction
MAY 29, 2016
When CRM (sometimes equated with customer experience management ) came on the scene in the mid-90s, Service departments evolved from cost containment to revenue mandates, facilitating up-selling and cross-selling as customer retention tactics. Customers want what they buy to be easy and nice to discover and get and use.
Tenfold - Contact Center Blog
NOVEMBER 30, 2017
With evolving customer expectations and service complexities, contact centers are poised to deliver strategic value and profitability to organizations. Switch your agents tasks on occasion, encourage collaboration, and create team-building exercises. This is where big data and predictive analytics come into play.
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