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| Millions Lost Due To Missing Link Between CRM And Contact Centres A recent seminar held by NewVoiceMedia, Europe's Hosted Telephony Service provider, highlighted how contact centres are failing to fully utilise CRM data to drive new business initiatives. The event which showcased Individual Caller Treatment (ICT), a concept pioneered by NewVoiceMedia, found that this missing link between contact centres and CRM is costing businesses millions in lost revenues. Keynote speakers at the ICT seminar held at the IoD City in London included Ajaz Ahmed the founder of Freeserve, Paul Alexander, a pioneer of the Tesco Clubcard and David Beard of Sage CRM. Delegates at the seminar included marketing and customer service representatives from the airline industry, finance institutions, retailers and utility sectors. The speakers also discussed the business drivers for personalised customer care and how contact centres are at the heart of any customer service strategy. ICT allows customers to be automatically fast-tracked to their dedicated agent, based on their previous call or based on the information a business might already have about the caller. The customer can also be played relevant, targeted messages (PhoneAds) if for any reason there is any delay in putting the call through - messages that are designed to appeal to them as individuals. write your comments about the article :: © 2007 Exhibition News :: home page |