I remember the good old days of the early 2000s. It was the era before customer relationship management (CRM) software and automation were the main drivers of business growth. Everything was manual and more time-consuming. For example, I’d have a telephone meeting, be frantically taking notes, and then have to complete lots of after call work to create a record of the call and manually complete any follow-up tasks.
This after call work included organizing the notes I frantically jotted down, saving them, sending follow-up emails, marking my calendar with any follow-up meetings, etc. The time involved was a huge drain on my productivity. Forbes confirms this by stating: “Online systems save time, energy, resources and headaches for busy call center representatives, allowing them to reach higher levels of productivity and efficiency.”