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Is the IRS thinking about a switch to off-the-shelf CRM?

Written by Fcw
irs
  • Fcw
  • 3 years ago

irs

WHAT: A market research notice from the IRS about software-as-a-service capabilities.

WHY: The IRS is in deep water when it comes to customer service. Callers typically wait a half hour or more to speak with a staffer at the tax agency’s contact centers during tax season. Many give up in frustration.

IRS Commissioner John Koskinen blames funding cuts. Republicans on the House Ways and Means Committee blame poor management and misplaced spending priorities. Whatever the cause, the rift on IRS funding between the White House and Congress seems almost unbridgeable.

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