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Technology Stocks : Frank Coluccio Technology Forum - ASAP
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To: Kenneth E. Phillipps who wrote (1365)4/10/2000 8:40:00 PM
From: Kenneth E. Phillipps   of 1782
 
Somewhat OT - The writer of this post expresses my own sense of frustration with call center technology.

"The point of this column is that despite what we hear about all the wonderful things that CRM and call center technology advancements mean to customer service, they actually mean nothing in the face of inefficiencies in training, management and technology implementation. I perceive a huge gap between the theory of CRM and the practice of CRM. My sincere hope is that the cold, hard slap in the face I experienced will also wake up a few call centers."

telecomdirect.pwcglobal.com
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