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October 01, 2014
Should CSRs Be Paid for Performance?
Why companies must assess the effectiveness of tying agent compensation to contact center metrics.
Seller Ignorance Is Not Bliss
How today's sales teams are insulting buyer intelligence.
The State of B2B Self-Service in 2014
A TSIA survey reveals that a majority of respondents prefer self-service to other channels, but few are finding what they need. (Featured on SmartCustomerService.com.)
Are You Correctly Measuring Customer Satisfaction?
Unfortunately, bad customer service stories are more common than we'd like to think.
CRM Across the Wire
Avoka Releases Transact 4.1
Avoka Transact 4.1 enhances digital sales and service experiences for financial services and government.
8x8 Releases Virtual Contact Center 8.1
8x8's newest release offers more omnichannel capabilities for scripting and executing customer interactions.
3CLogic and IntelaCloud Partner on Contact Center and PBX Solution
Partnership offers cloud-based solution to address both PBX and contact center needs from a single source.
IPsoft Introduces Amelia, Its New Artificial Intelligence Platform
Amelia can learn to help customers and associates by absorbing data and observing people.
Enghouse Interactive Introduces Quality Management Suite v 5.3
Version 5.3 of Enghouse's IP call and computer recording, monitoring, and evaluation software features advanced integration, PBX support, and flexibility.