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May 08, 2013

CRM Featured Articles
Enghouse Interactive Updates Its Quality Management Suite
Enterprise-ready features include expanded computer recording capabilities, unified user interface, and broader language support.
SoundBite Communications Releases DecisionPoint Analytics to Optimize Customer Experience
Campaign analytics solution provides real-time, actionable business intelligence to improve response rates, reduce communications costs, and increase ROI.
KANA Announces Latest Email Response Management Release
The contact center solution incorporates text analytics.
ForeSee Introduces the Word-of-Mouth Index (WoMI)
The index distinguishes between promoter and detractors and active and passive participants.
Alteryx Unveils Free Instant Line-of-Business Analytics
New Project Edition of Alteryx Strategic Analytics provides a way to drive data blending and analytic results.
Magazine Features
Stress Test Customer Service with Mystery Shopping
Professional shoppers should be used in conjunction with call monitoring, speech analytics, surveying, and voice-of-the-customer feedback management.
Scouting Report
The Rise of Social Customer Care
Best practices for staying on top of the new service landscape.
Companies See Payoffs in New Approaches to Technical Support
Businesses are lowering costs and accelerating customer service levels with innovative solutions.

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