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January 31, 2011

CRM Featured Articles
Apple Continues to Lead in Call Satisfaction, Sees Decline in Problem Resolution and IVR Satisfaction
Dell posts gains in IVR performance in Vocalabs study of phone-based tech support.
Front Office
The Next Killer App
Magazine Features
A Gray Area
Today's seniors can't be left out of IVR design decisions.
Riding the Wave: The Benefits of Building and Maintaining a Cult Following
A B2B Approach to Leveraging Customer Interaction
Patient Service Doesn’t Stop at the Hospital Door
Communicate early, be highly interactive, and automate

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