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April 23, 2014


Measuring the Metrics That Matter: The Do's and Don'ts for Inbound Contact Centers

In today's fast-paced world—where answers to almost any question can be retrieved with a few clicks—consumers expect information in seconds. What does that mean for your inbound customer service contact center? (Featured on SmartCustomerService,com.)

The 3 Levels of Follow-Up

Email remains the top engagement channel, but using it correctly is key.


From IVRs to Automated Interactive Customer Contacts

Chat, SMS, and virtual agent solutions have a strong future if deployed wisely.

Demystifying the Brand Building Process

The seven simple principles every company needs to know.

CRM Across the Wire

Agile CRM Integrates with Google Apps

Agile CRM now integrates with Google Mail, Calendar, Contacts, and Drive

Viralheat Integrates with Salesforce's Platform

Viralheat enhances its enterprise social media monitoring and management platform with Salesforce integration.

Fanhub Launches Social Media-Inspired CRM

New collaborative CRM uses follows, comments, @mentions, and notifications to make small businesses More Communicative and Productive

Cirrus Insight Announces Partnership with Datahug

Cirrus Insight brings Datahug's customer relationship intelligence to Gmail.

Enghouse Interactive Releases Enterprise Contact Center Version 9.0

Product updates in Enghouse Interactive's CCE 9.0 focus on enhancing collaboration, operational efficiencies, and reducing cost of ownership.