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CRM and the impact on AHT Messages in this topic - RSS

Posts: 1

I am trying to build a business case for implementing a CRM application for our contact center. We currently use several disparate applications which drives up handle time. I am hoping that giving our agents a more comprehensive view of the customer will drive down handle time. Does anyone have any feedback on actual CRM implementations and the impact it had on AHT? Is anyone aware of any industry documentation that walks you through the thought process for ROI calculations? Your help is appreciated!
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