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Information lifecycle management at contact centres in spotlight
Category: Data archiving
11 December, 2009
Information lifecycle management strategies at contact centres may increasingly focus on customer relationship management (CRM) as it has been claimed that retaining current clients, rather than obtaining new ones, will be a key focus next year.Writing on Customer Think, founder and president of DMG Consulting Donna Fluss said more emphasis is set to be placed on keeping current clients happy and CRM may therefore be increasingly used for this.
Contact centres will also look to vendors to improve their technology software and services, although many businesses may decide to outsource their information lifecycle management so they can spend more time on customer retention.
"Technology is always going to be a critical enabler for contact centres; complex operating environments require systems to help them handle millions of monthly transactions," Ms Fluss noted.
Business Link adviser James Cope recently stated that CRM can provide standardised interaction between consumers and a company for efficiency gains.
