Call Centres & Customer Data Management
As 2020 ended as we now conclude 2021 it is worth looking back on the increase in calls that call centres will have fielded but there was also a significant increase in the rate of difficult calls and the need to escalate them. That’s at least according to a 2020 study by Harvard Business Review. Difficult calls increased by 50% overall.
The solution to some of these challenges may lie in Customer Master Data Management.