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ECM Enhances Your Call Center Technology
Tim Ehrens, site editor for TechTarget and SearchCRM.com has another great article on upgrading and enhancing your call center technology. In addition to a lot of great advice on ending the silos in your call center, he let me pontificate a little on the importance of adding enterprise content management (ECM) to your technology arsenal to bring more efficiencies to your agents and associates:
“As great as some of these ERP and CRM platforms are, they’re not great at handling unstructured data,” Turner said, such as customer comments from a social media platform. “If you’re just slapping something into a shared drive somewhere, which is what most people do, you’re not going to be able to get the information you need.”[/message]