Managing the voice channel.(voice mail)

Publication: Business Credit

Publication Date: 01-OCT-04

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COPYRIGHT 2004 National Association of Credit Management

Have you seen the new AIG commercial that promises every inbound call will be answered by a real, live human? AIG's pitch is just an early glimpse of an accelerating, inescapable trend that will soon crash like a tsunami onto every customer-facing business on the planet.

To be blunt, when customers or prospects call you, they want to speak with a living, breathing person. They are looking for interaction, not automation.

Customer relationships are built on trust. A primary objective of CRM is creating deeper, tighter bonds between you and your customers. It just doesn't make sense to let a machine handle the first contact between...

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