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Call Centers - Research

Technology research on Call Center, Customer Service, and Social CRM software and solutions.

10 CRM Predictions for 2015

January 12, 2015

Cloud, integration and analytics are still among the top CRM trends in 2015, experts say.

CRM Integration More Important than a Pretty Interface

October 3, 2014

CRM vendors are striving to improve their software's user interface. But are they neglecting data integration?

Smartphones Will Boost IVR's Customer Service Image

April 25, 2014

Interactive voice response (IVR) is a self-service technology customers love to hate. But visual IVR on smartphones and other mobile devices …

How to Buy Social Customer Service Software

April 16, 2014

As the importance of social customer service grows, so do the number of solutions designed to help companies provide it. Here's how to …

7 CRM Trends for 2014

January 6, 2014

Social and mobile CRM are among trends that will continue to gain momentum in 2014, predict industry experts.