- Marketers are daunted by the technological challenge of bringing together the different data sources that would arm the contact centre representative with the right information to have a meaningful conversation with the customer/prospect (transactional data coupled with behavioural and third party demographic feeds).
- In this age of "listening" and "marketing as a conversation", the call centre representative is not trained to really listen and interpret the customers' requirements. This would better facilitate both up and cross sell opportunities as well as creating a rich seam of data (insight!) to be fed back into the marketing organisation.
When will multi-channel marketing get even close to where it needs to be?