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Multi-tasker

by Andrea Haynes

March 29, 2011

 

Glenn Abel at the Covington Creative booth

By Andrea Haynes, SAPexperts

Glenn Abel, president of Covington Creative, has been busy lately. Not only did he have a booth and speak at the SAPinsider CRM 2011 conference in Orlando – he also wrote on article for CRM Expert. The article, “Decrease Interruptions in Process Time with CEBP Configuration for Business Roles,” explains how to route a call to another call center agent if one has stepped out for a moment. Glenn says he has seen interest in communication-enabled business processes in SAP CRM double in the last year. He attributes it to recent or pending upgrades to SAP CRM 7.0 and recent or pending end-of-leases for legacy communications technologies.

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