Sap has just replaced exsisting software used within my workplace. Although the benefits are plain to see from a retail point of view, integrating it into the call centre has left staff morale at an all time low. Call handling times have increased as has clerical time. Five interfaces are used from the point of agents inputting data to the distribution of workload to manual workers, often one of the interfaces fails resulting in jobs/resources not being allocated.
I'd be interested to hear of any call centre experiences using SAP, successfully integrated or not....

many thanks!