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February 17, 2014

CRM Featured Articles

People, Not Metrics, Are the Key to Successful Contact Centers

When it comes to contact center failures, technology may be the least of your problems. (Featured on

JasperSoft Expands Data Connections for Embedded Analytics

Users can speed up analysis by accessing their data directly or with data virtualization.


Making the Most of Shared Services Centers

Move beyond cost reduction to a strategic partnership.

Game the System: Three Ways Gamification Can Improve Agent Performance

Gamification techniques can be applied to motivate contact center staff. (Featured on

Case Studies

IVR Is the Right Prescription for a Native American Health System

Muscogee Creek Nation's Enacomm solution overcomes the challenge of spiking call volumes.

Voice of the Customer

Drive CX Initiatives with Journey Mapping

Gain a fresh perspective by understanding the paths your customers take.

CRM Across the Wire

Matrix Solutions Releases Sales Intelligence Module

The Sales Intelligence Module, part of Matrix's Matrix Premium product, offers a 360-degree view of the sales organization.

Vocalcom Partners with TapCrowd for Mobile Apps

Vocalcom Mobile connects customers with self-service and customer support through their mobile devices.

Alcatel-Lucent Introduces Cloud-Based Unified Communications Solutions

Voice Inbound Contact Center is part of Alcatel-Lucent's new cloud-based enterprise offerings.

Mitel Releases MiContact Center 7.0

New MiContact Center 7.0 features new mobile chat and multichannel self-service options.

SAS Will Soon Release Big Data Analytics for Hadoop

SAS In-Memory Statistics for Hadoop will speed big data analytics.