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Customer data management News
April 11, 2011
Analytics technology buyers often focus on their in-house data and tools, but that’s really not where companies should begin, according to Gartner.
August 26, 2008
Workforce optimization (WFO) is an emerging technology in the call center that combines recording, quality management (QM) and other call center technologies to optimize call center performance. In this introductory article, Donna Fluss, president ...