Usually, companies who are focused on improving customer service invest in CRM systems and set up call centres to service their customers.
But all too often they fail to provide a first class service or deliver the promised cost benefits.
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Converging technologies of telecommunication, information technology and media have redefined the way we do business.
Correspondingly, there has been a sharp increase in the need for qualified IT professionals to manage these functions.
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Risk management strategies can range from transferring the risk to a 3rd party, reducing its negative effects or avoiding the risk
altogether, to accepting some or all its consequences.
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Effective change management involves a disciplined process effecting change within the IT environment in a
way that minimises risk, provides visibility and can be effectively repeated.
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