Building the Dynamic Desktop for Problem Resolution: Technology and Processes for The Next Generation of Support Capability
By Mark Angel, Founder and CTO, Kanisa

CRM and CTI processes continue to optimize the process of routing and recording customers and issues. However, up to 80% of contact center costs are derived from the problem resolution process. Learn how to optimize the process, resources and people available in the problem resolution process. An optimized support environment can identify the customer's needs, provide the best resources for the support professional to respond, and tailor the best resolution to meet each specific situation.