The key role of Customer Service agents is to deal with their clients. CRM is an essential support tool for this role but it must be intuitive and provide the necessary business logic so the agent can handle any inquiry/complaint as if an expert. This is what intelligent call scripting will provide. Presented by Joe Cassidy, Managing Director, Team Knowledge, at SugarCon 2011.

1. Joe Cassidy Managing Director

2. Self-Service In-Person Contact Center

6. The Plight of The Contact Center Agent

20. Joe Cassidy Managing Director [email_address] www.teamknowledge.co.uk