IRS Call Center Upgrade Aims To Boost Tax-Time Services

By Marc L. Songini, Computerworld |  Software

Such self-service CRM installations are becoming more common in educational organizations and places like the U.S. Postal Service, said Elizabeth Herell, an analyst at Giga Information Group Inc. in Cambridge, Mass.

"Government organizations are very aware they have to deliver better services but not spend more money," she said.

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