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The age of the isolated call center is over. Organizations need to give customers a number of ways to reach them -- websites, mobile apps, Short Message Service, social media, the phone. But multichannel retailers, utilities and government agencies need to spread the information around if they are going to offer excellent customer service and keep people coming back.

In this chapter of our e-book series Improving the Customer Experience Through Technology, CRM professionals explain what it takes to maintain a single view of a customer’s history and contact information, how multichannel organizations keep all that data in order -- and how they keep it from falling into the wrong hands.  Access >>>

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