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Call Centers: March 2012

Call Center, Customer Service, and Social CRM software and solutions. - Archive for March 2012

Web Chat, Speech Analytics Hottest Contact Center Technologies for 2012

March 27, 2012

Web chat and speech analytics will be the two fastest-growing contact center technologies this year, according to Contact Babel research.

BPM + CRM Yields Great Results for Insurer

March 26, 2012

Many experts say using BPM to improve customer-facing processes such as handling call center inquiries is a smart idea. Farmers Insurance Group's award-winning deployment of BPM software from Pegasystems shows why.