By Jennifer Kirkby, consulting editor
Back in 1999, CRM equalled call centre: wall to wall stands at every CRM exhibition exuded the relationship benefits of the channel. But in reality, call centres have not equalled better relationships and dealing with modern ‘contact centres’ is high on the list of stressful experiences. This month we look at the state of contact centres evolution and how they can adapt to deliver that much vaunted relationship promise of eight years ago.
A little history
