Consumer-facing companies invest millions to get consumers to call them, but a lot of this money is wasted. These companies are selling ineffectively because their call-center agents rarely know anything about who is calling. When a consumer telephones a company's contact center for the first time, many of these same companies are flying blind. At an information disadvantage, the wrong agents are making the wrong pitches to the wrong people and, unfortunately, the best prospects often slip through their fingers.
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