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Call Centers - Research

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

Buying Guide for Call Center Software

Enterprises selecting call center software have a huge array of options. These are some of the best.

6 Call Center Best Practices

Having the right technology and procedures in place can help contact centers improve productivity and customer engagement.

10 CRM Predictions for 2015

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

CRM Integration More Important than a Pretty Interface

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

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

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