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September 28, 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.
Mercedes Web Site Now Gathers Consumer Sentiment
Acquia helps Mercedes-Benz builds an online market research community.
Mobile Retail Entering Support Phase
Smartphone trends demonstrate the need for an innovative strategy
Scouting Report
Future of Contact Centers Clearly Lies in the Clouds
Too compelling to ignore, the benefits include low startup costs and no capital investment
Intelligent Virtual Agents
Ushering in the age of digital customer relationships in marketing

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