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Profits or Pits: 3 Ways Call Center Choices Make or Break CRM Investment

Done right, a CRM-Contact Center combo can boost sales by giving call center agents the fingertip-ready info they need to satisfy customers, cross-sell and up-sell products, and build customer loyalty....

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Call Center Software and the Zen of Customer Relationship Maintenance

One of the most popular books of the 1970s, Zen and the Art of Motorcycle Maintenance, started with two men on a road trip and explored how mindset and experience affect the pursuit of quality—and...

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Turn Your Contact Center or Phone System into an Unfair Advantage

This May, 8x8 announced that it had achieved “Built For NetSuite” status. Virtual Contact Center was the first call center software to gain this validation, and Virtual Office was the first telephony...

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What Do You Get When You Cross Your CRM System With Your Phone System?

No, it’s not a joke, and there is no punchline. But there is definitely a payoff for companies that combine several powerful cloud solutions for a synergistic effect, says Infonetics analyst Diane...

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Up Your Customer Service Game by Leveraging What You Have

One recent study published by Marketing Week revealed that 75% of companies acknowledge that customer experience (CX) is of increasing strategic importance.  Yet only 24% said that customer experience...

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8x8 Launches Speech Analytics and Integration Framework

Herb Kelleher, the iconic leader of Southwest Airlines made an insightful statement about strategic plans: “We have a strategic plan. It’s called doing things.” We couldn’t agree more with this...

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