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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.

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

Front Office

The Next Killer App