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CRM technology and software decisions News
May 11, 2011
Find out which tasks work best with self-service and learn how to measure the effectiveness of a self-service implementation in the contact center.
April 27, 2011
Find out best practices for applying customer experience management (CEM) technology in your contact center.
April 20, 2011
Although IVR remains an integral part of contact center technology, social media use is growing. Find out how to manage multiple channels for the best ROI.
January 17, 2011
Microsoft today is releasing its Dynamics CRM Online product to 40 nations, ushering in a new release schedule where the on-demand application gets the upgrade before the on-premises version.
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This chapter focuses on the different causes of problems for inbound queue processing in SAP CRM middleware. Each section covers a specific problem in depth and outlines possible solutions. Continue Reading
In this sample chapter from "The Executive Guide to Call Center Metrics" by James C. Abbott, you'll find a guide to call center metrics and their uses. This chapter includes information on choosing which metrics to use, how to build and format ... Continue Reading
A developing security standard by the IEEE aims to patch the holes of Wired Equivalent Privacy and boost adoption of wireless LANs. Continue Reading