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Articles: Technology
Coda 2go, an application built natively on Salesforce.com's Force.com platform, becomes FinancialForce.com, a new company backed by Salesforce.com and Unit 4 Agresso, parent company of accounting software vendor Coda.
The Myers-Briggs Type Indicator (MBTI) is a 15-minute questionnaire designed to measure psychological preferences in perception and decision-making — and may help reveal what kind of customer or customer agent you could be.
As contact centers adapt to the needs of a recession—and an increasing number of Generation Y staffers—the systems designed to train agents have to adapt as well
They say you can't manage what you can't measure. But what if you're using the wrong ruler?
Given the powerful effects of some viral-marketing efforts, even those previously immune are seeing possibilities of epidemic proportions.
When live agents can't be had, interactive voice response systems may suffice.
A shift from managing volume to managing relationships.
The measurements you track are an indication of the customer relationships you want to have.
The company's flagship sales force automation product tries to bring clarity to ad hoc selling.
With incomplete information, some hazards can be deadly.
If your goal is to launch a viral campaign simply to increase your brand awareness, you're flirting with danger.
Undercutting conventional wisdom, a recent Forrester Research report raises the possibility that a SaaS deployment can outperform an on-premises one for as long as five years -- or more.
Months after entering into a "stalking horse" agreement to purchase the Enterprise Solutions businesses of bankrupt Nortel Networks, Avaya ends up spending nearly twice as much as it originally offered.
Shop.org Annual Summit '09: With 90 percent of households reporting a reduction in shopping,
Shop.org Annual Summit '09: A record number of attendees gather to learn strategies for the changing e-commerce landscape.
A strategy to improve marketing efficiency and customer loyalty.
A new study finds more agent jobs were lost than gained in the fourth quarter of '08.
Forrester outlines 12 criteria necessary to address when assessing contact center outsourcers today.
More retail merchants are on Facebook and Twitter than they are employing customer reviews and viral videos, according to a survey by The E-tailing Group.
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