Never one to mince words, Direct Response service excellence director James Munro got his teeth into reviewing this recent Accenture and Montgomery Research publication for Call Centre Focus Magazine.
"One is left with the overall impression that to have a customer-focused business, you need to spend a lot of money on technology and consultants. This book breeds insecurity – it makes CRM look painful, complicated and expensive. In isolation many of these articles work, but together they overload your senses and leave you questioning what the whole thing is about."
Call Centre Focus is at www.callcentre.co.uk
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