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.
pindrop
OCTOBER 21, 2021
Contact centers have been constantly transforming and reinventing themselves with a focus on improving customer experience. Growing call volume, greater competition for customer retention, and pressure to increase revenue have all contributed to contact centers becoming the focal point of customer interactions.
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