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.