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Agent desktop analytics delivers what CRM can’t
We’ve talked a lot lately about our advisory and managed analytic service solutions that look at external sources of data, like social media and customer conversations. But just as important are those...
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How do channels like e-mail, chat, Twitter and Facebook impact the agent
Recently Matt McConnell interviewed Jim Rembach at Customer Relationship Metrics; the original post is located on Intradiem’s blog. In an effort to provide better customer service, contact centers have...
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