Contact center CRM screen pop setup mistakes

A CRM screen pop can save agents time, but only if it brings up the right record fast enough to trust it. I have seen a setup where the phone system pushed caller ID into the CRM, but half the customers used a spouse phone, a work phone, or an old number. The agent would get one random profile, start reading notes, and then realize the account did not match the person on the call. That is worse…