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Articles: Analytics
Noting a missing link in workforce optimization, the company releases an enhanced professional services portfolio.
Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.
Too many companies are losing agents at an alarming rate, simply because they're often measuring, managing, and treating the wrong problems.
A set of 5 rules to live by.
Landslide Technologies' latest release includes a revamped interface, sales process tools, and an expanded VIP service for management.
Better customer information leads to higher retention rates.
A new product from Bazaarvoice elevates the engagement of user-generated content through customer storytelling.
Research from Aberdeen Group indicates customer satisfaction can only take place if agents meet an unmet consumer need in addition to resolving issues.
Marketing automation and knowledge management headline the company's latest list of enhancements, as well as those coming from its partners.
In a growing trend across all verticals, the latest Yankee Group study finds 50 percent of service providers cannot explain what the customer experience should be.
What can we learn from how candidates are using SMS messaging?
The multichannel communications provider's offering has the potential to accelerate adoption of hosted solutions in this space, according to an analyst.
With Web-enabled mobile devices on the rise, the company's mobile analytics will enhance its latest SiteCatalyst release.
The scope of master data management widens -- and Gartner alters its report name to reflect the change.
A new Aberdeen report says profitability is dependent on repeat buyers and a focus on lifetime customer value.
With the release of Recommendation Advisor 6.1, the company strikes a balance between human decision-making and technology.
Forrester says IT departments, not business leaders, are the ones pushing for Web 2.0 initiatives.
The vendor launches two new products for its Rave suite aimed at "true" small businesses, and hooks up with Boomi as an integration partner.
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