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October 31, 2012

CRM Featured Articles
WFO Solution Gives Contact Center Agents A View into the Quality Improvement Process
Coordinated Systems' Virtual Observer Agent Portal lets agents view peer statistics, play back their own calls, respond to evaluations, and more.
Marketo Extends Its Marketing Platform with Webhooks
The framework links Marketo software to other applications.
SAP Adds Social Offerings
The offerings take advantage of technologies acquired during the SuccessFactors acquisition.
Yammer Announces Deeper Microsoft Dynamics CRM Integration
Yammer also announces expanded partner ecosystem with additional industry integrations.
Front Office
Analyze the Cost and Effect of Customer Experiences
Magazine Features
The New Measure of Customer Service Success
Why some traditional performance metrics are wrong and what you need to evaluate now.
Want to Put Customers First? Go Mobile First
Treating mobile as an afterthought is not an option.

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