Can ERM End Call-Center Churn?: A new acronym to learn. Watch this get huge like ERP, CRM, and portals did, then whither away to nothing.
“Employee relationship management, or ERM, software bills itself as a way to increase employee satisfaction and effectiveness. The counterpart to CRM, ERM allows workers to adjust their benefit packages, access training, and hook into performance-management methodologies more easily and efficiently. But can it address one of the most pressing personnel problems in the customer-service world — the constant turnover in agents and representatives?”