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September 26, 2011

CRM Featured Articles
Knowlagent Customer Contact Center Productivity Survey Reveals Agents Average 49 Minutes of Idle Time Daily
The report also finds call center volumes have increased, agents are difficult to hire, agents receive training infrequently, and industry is unclear on who owns social media.
IBM Expands Cloud Delivery of Smarter Commerce
New solutions and services help businesses respond in real time to shifting customer preferences.
Pint of View
I Scream, You Scream, We All Scream for … Short Ribs?
Food trucks live and die by social CRM
The Tipping Point
Consumers Power Transformational Marketing
Engaging customers in personalized dialogue replaces pushing messages through mass media
Preparing the Enterprise for Social Media
Ten steps from the front lines

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