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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.


Your Call Is Very Important to Us

What Watson means for the future of customer service


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