Contact Center CRM—How Cloud & Social Change Contact Center Strategy & Delivery

Contact Center Discussion with Esteban Kolsky

Esteban Kolsky, veteran CRM analyst and CEO of ThinkJar, shares what makes CRM for contact centers different than CRM for other lines of business — and advises how new thinking and new software technologies such as the cloud and social media are influencing contact center strategy. This is a helpful discussion for aligning strategy, process and technology in the contact center.

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