For instance, if a customer has just unsuccessfully tried to make a purchase on your web site and subsequently...
calls the call center for help, real-time data access might help you to support that customer more effectively, since you understand their most recent (as in, 2 minutes ago) transaction with your company. In this instance, the call can be routed to agents with the best expertise. On the other hand, the time and cost of enabling real-time data access--I know vendors, this is heresy--might exceed the value of the solution. So, it all comes back to the need, pain, or problem your company is trying to solve. Congratulations for catching on before you've made the investments!
Related Q&A from Jill Dyché, Partner and co-founder, Baseline Consulting
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