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March 07, 2011

CRM Featured Articles
Mzinga Names New CEO
A trusted advisor joins the Mzinga executive team and board of directors.
Call Recording System Identifies Agents by Voice
New system uses speaker recognition to identify agents on call recordings.
Customer Centricity
It’s All About Execution and Measurable Results
Customer experience 2.0 demands more discipline than 1.0
Front Office
Is a Contact Center Revival ‘Up Around the Bend’?
Reality Check
Hiring Reps? Get Them a Digital Research Assistant
Sales intelligence systems help shorten ramp-up time

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