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Contact center knowledge management gives agents clickable intel

Contact center agents are supposed to help customers with issue resolution. But that's tough when agents lack good working knowledge of products.

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Multimedia-based multichannel CRM still faces uphill battle

Today's customer service requires that companies use the channels customers prefer. But customers still eye new channels like video chat suspiciously.

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Intelligent use of big data fuels CRM opportunities

Big data presents myriad challenges and benefits for CRM. Leveraging it can help companies achieve that elusive 360-degree customer view.

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Customer data becomes the turf for companies' competitive advantage

Corporations are using customer data to gain a competitive edge in the market, but new analytics technologies pose privacy downsides.

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