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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.


Intelligent Virtual Agents

Ushering in the age of digital customer relationships in marketing


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