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March 14, 2011
CRM Featured Articles
Workforce Optimization Gets Optimized
10 Mar 2011
DMG research shows innovation and growth to continue in the WFO market through 2013.
JetBlue Partners with Allegiance
09 Mar 2011
The Allegiance Engage platform is expected to help the top-ranked airline improve customer service even further.
Viewpoints
Your Call Is Very Important to Us
11 Mar 2011
What Watson means for the future of customer service
Insight
Gripes About U.S. Contact Centers Rise
25 Feb 2011
Since 2008, complaints have jumped by 40 percent, says analyst firm
Egyptian Unrest Puts Call Centers To the Test
25 Feb 2011
Companies scramble to relocate outsourced operations in the wake of violent political protests