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August 31, 2011
CRM Featured Articles
Metrix Releases New Software Version
30 Aug 2011
Features include call center wizard, service quotes, intelligent part selection, appointment booking, and repair scheduling.
Only 31 Percent of Americans Give Federal Agencies High Marks for Customer Service
30 Aug 2011
The results of a new government study echo a White House order to streamline federal service delivery.
Viewpoints
The Next Frontier in Call Center Analytics
26 Aug 2011
Investing in operations is not enough
Insight
Slow and Steady Loses This Race
20 Jul 2011
OfficeDepot.com and SierraTradingPost.com rank first for fastest phone and email customer support
Changing the Channel
20 Jul 2011
Research reveals how consumers will contact customer service within the next two years