Creating a Powerful Call Center

When customer relationship management (CRM) tools came into the market, they promised businesses clarity and insight into their customers.  What they’ve delivered is terabytes of raw, hard-to-interpret, and un-actionable data. Over time operational CRMs have gotten better, but many businesses are still stuck in the 1990s. They struggle with turning data into information.

Today I read an interesting article written by Colin Shearer in CRM Buyer. He talks about making call centers and CRM systems better by adding predictive analytics. Click here to read the full story.

It’s clear to me that in order to create a more powerful call center, predictive analytics has to be part of the equation.