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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.

Viewpoints

Preparing the Enterprise for Social Media

Ten steps from the front lines

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