It is a common belief in the Communications industry that fixing work quota allocations will create efficient service delivery. However, there is currently no silver bullet to “fix quot.” Over the past 15 years, broadband service providers have consolidated operations and added multiple product lines to consumer choices. However, over the same time period, back office tools and associated processes have not been enhanced to efficiently match the new complexity and scale of the business. As a result, business applications that are tied to billing systems functioning as the primary Customer Relationship Manager are ill suited to today’s business requirements.
http://cliintel.com/forecast-tech-availability/
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