Voices of CRM:

February, 2011


February 23, 2011  2:56 PM

Richard Snow on contact center analytics

Posted by: Barney Beal
call center manager, call center software, customer analytics

[caption id="" align="alignleft" width="103" caption="Richard Snow"]Richard Snow[/caption] Call centers have long been concerned with average handle times and occupancy, but the recent...

February 8, 2011  2:36 PM

Dennis DeGregor and the customer-transparent enterprise

Posted by: Barney Beal
CRM strategy, online customer service, social crm

Dennis DeGregorOrganizations need to transform...


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