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March 14, 2011

CRM Featured Articles
Workforce Optimization Gets Optimized
DMG research shows innovation and growth to continue in the WFO market through 2013.
JetBlue Partners with Allegiance
The Allegiance Engage platform is expected to help the top-ranked airline improve customer service even further.
Gripes About U.S. Contact Centers Rise
Since 2008, complaints have jumped by 40 percent, says analyst firm
Egyptian Unrest Puts Call Centers To the Test
Companies scramble to relocate outsourced operations in the wake of violent political protests
Your Call Is Very Important to Us
What Watson means for the future of customer service

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