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Use CRMXchange to help you to develop successful CRM solutions. This site gives you access to a wide selection of contact center customer interaction studies and research.

Read the CRM studies, tips and columns below. Here you can view information concerning customer loyalty, call center KPIs, and customer care columns which highlight successful CRM operations. Just click on any CRM study/article to learn from the industry experts about how to enhance your customer loyalty.

Reclothing the Emperor-Traditional contact center metrics may cloak the naked truth about your customer service.
- Presented by Verint® Witness Actionable Solutions™

Functional blocks to support a First Contact Resolution Contact Center
- Presented by Altitude Software

Top 5 Requirements for SMB Workforce Management Solution
- Presented by OnviSource

Improving Agent Satisfaction and Retention: Three Best Practices that Impact your Agents, Customers, and Business
- Presented by Siemens Communications, Inc.

Get the Right Mix - The Palette of Assessment Tools
- Presented by Previsor

Unified Communications for the Contact Center: Enhancing Customer Relationship Management today
- Presented by Siemens Communications, Inc.

SMBs Turn to Workforce Optimization Solutions to Help “Recession Proof” Their Operations
- Presented by Verint® Witness Actionable Solutions™

Advanced UC technologies wreak havoc on global economy!
- Presented by CRMXchange

Master Data Management in the Real World
- Presented by Initiate Systems

Assessing Enterprise Language Support - What Would Be Your Comfort Level?
- Presented by LLE Language Services

Better Hiring through Science: Assess Skills and Competencies that Predict Success
- Presented by Previsor

Best Practices for Running a Virtual Call Center
- Presented by Liveops

Best Practices in Agent Retention
- Presented by Enkata

Six Keys to Successful CRM Implementation
- Presented by Technology Advisors

The Next Generation of Call Center Solutions
- Presented by OnviSource

Holiday Scheduling Made Easy with Call Centers Automation
- Presented by Pipkins, Inc.

Unified Communications - Keeping the Customer in the Equation
- Presented by Aspect Software, Inc.

Customer Interaction Management: You're Only As Good As The Outcome of Your Most Recent Interaction
- Presented by e-Glue Business Technologies

The Quest for Affordable, Superior Customer Service
- Presented by Verint® Witness Actionable Solutions™

Making Self-Service Work: The top six factors of success.
- Presented by Cisco Systems, Inc.

Keeping the Competition at Bay with Intelligent Customer Service
- Presented by Avaya

The Four Basic Goals of Call Centers
- Presented by The PELORUS Group

Speech is Within Your Reach
- Presented by SER Solutions, Inc.

UC Column: Unified Contact Center Applications
- Presented by Amcat

Cracking the Customer Perception Code
- Presented by Verint® Witness Actionable Solutions™

UC Column: The New Unified IP Contact Center Model Explained
- Presented by Amcat

Five Steps of Protection to Comply with PCI Security Standards
- Presented by Autonomy eTalk

Integrated vs. Unified: Putting the Pieces Together - Five Reasons Why Contact Centers Must Get Unified
- Presented by Aspect Software, Inc.

Contact Center Processes – Improving Efficiency and Effectiveness
- Presented by NICE Systems

UC Column: The Case for Unified Communications in Contact Centers
- Presented by Siemens Communications, Inc.

How Embracing Unified Communications Will Move you to the Vision of Enabling CRM Throughout the Enterprise
- Presented by Siemens Communications, Inc.

Is Your Business Missing Out on Vital Customer Information?
- Presented by Autonomy eTalk

UC Column: Unified Communications - Enabling CRM throughout the Enterprise
- Presented by Siemens Communications, Inc.

Adherence Monitoring: A New Look at an Old Problem
- Presented by Witness Systems Inc. (now a Verint Systems company)

Leveraging Customer Satisfaction
- Presented by HigherGround, Inc.

SOA… Should You Care?
- Presented by NICE Systems

Workforce Management: Five Ways to Achieve Service Excellence
- Presented by IEX Corporation

The Hidden Economics of VoIP
- Presented by Witness Systems Inc. (now a Verint Systems company)

Excellent Customer Service by Design
- Presented by Nortel

Identifying a Buy Cycle and Gaining First Mover Advantage
- Presented by TrueAdvantage

The Power of Predictive Analytics
- Presented by Austin Logistics

VoIP and Analytics Drive Growth in Call Recording Systems
- Presented by The PELORUS Group

Performance Management Leads to Business Optimization
- Presented by Performix Solutions (formerly Performix Technologies)

Assessing Enterprise-Wide Multi-Lingual Support
- Presented by LLE Language Services

The Case for Unified Customer Communications
- Presented by CosmoCom™

Use What You Want - Leveraging Open Standards to Mix and Match Contact Center Technology
- Presented by VoiceLogger

Creating Effective Post-Call Surveys
- Presented by Autonomy eTalk

Provide Better Customer Service - Extend Enterprise Software Infrastructure to the Contact Center
- Presented by Cisco Systems, Inc.

Born Again - The Resurgence of Outbound
- Presented by SER Solutions, Inc.

Customer Experience Management: Is It Just Another Name for CRM?
- Presented by Cincom Systems

Taking Customer Relationships To The Next Level
- Presented by Aspect Software, Inc.

Speech Analytics: It’s about More Than the Contact Center
- Presented by Verint® Witness Actionable Solutions™

Is Hosted Call Recording Right for You?
- Presented by VoiceLogger

VoIP In Practice: The State of Texas Expands Its Contact-Center Capabilities Overnight to Help Katrina Evacuees
- Presented by eLoyalty

Four Good Reasons to Record ALL Interactions
- Presented by HigherGround, Inc.

Smart Business: Learn how smart agent desktops lead to smarter agents and the ability to grow your business
- Presented by Cincom Systems

Customer Understanding: Leveraging Speech Analytics as a Strategic Weapon in the Business World
- Presented by Autonomy eTalk

The Value of First Contact Resolution
- Presented by Siemens Communications, Inc.

Recording and Quality Monitoring for Regulatory Compliance
- Presented by Interactive Intelligence®

Enabling Success - VoIP and Interaction Analytics
- Presented by NICE Systems

Using Speech Analytics to Improve Customer Service Levels
- Presented by SER Solutions, Inc.

What Would Be Your Comfort Level? Assessing Enterprise-wide Language Support
- Presented by LLE Language Services

New Paradigm in Measuring and Delivering Customer Satisfaction
- Presented by Telephony@Work

Optimizing Current Call Center Investments with Performance Management
- Presented by

What’s next? IP in the Contact Center
- Presented by Avaya

How the Hosted Model Simplifies Contact Center and CRM Solutions
- Presented by Cincom Systems

Converting the Call Center from a Cost Center to an Operational Asset
- Presented by AIM Technology

Getting Speech Self-Service Right: Five Keys to Better Customer Acceptance and Enhanced ROI
- Presented by

The 2gIP Contact Center Solution: Characteristics and Benefits
- Presented by Siemens Communications, Inc.

Call Recording and Monitoring Gets “SaaS-y”
- Presented by

The Reinvention of Workforce Management New Implications for Today’s enterprise
- Presented by Witness Systems Inc. (now a Verint Systems company)

Minimizing the Risk: Key Points To Consider When Choosing Your Call Center Outsourcing Partner in India
- Presented by OKS-Ameridial, Inc.

How the Contact Center and the Enterprise Benefit from Multimedia Presence Tools
- Presented by Siemens Communications, Inc.

Fully Integrated Speech Analysis Gives Contact Centers the Power to Increase Customer Retention
- Presented by NICE Systems

Satisfying Customer Needs: The Real Business Benefits of the Virtual Contact Center
- Presented by Nortel

Exciting Innovations in Contact Center Workforce Management
- Presented by Donna Fluss, DMG Consulting, LLC

Analytics vs. Performance Reports in the contact center
- Presented by Aspect Software, Inc.

SUCCESSFULLY SEGMENTING CUSTOMERS
- Presented by Concerto Software, Inc.

IP in the Contact Center: Creating a Better Customer Experience
- Presented by Cisco Systems, Inc.

Global Marketing – Streamlining Your Translation Processes
- Presented by SDL

System Performance Optimization
- Presented by Data-Tel Solutions

The TOP 10 Ways To Successfully Outsource to India
- Presented by OKS-Ameridial, Inc.

Developing KPIs for Effective Contact Center Management
- Presented by Inova Solutions

What to Look for When Selecting an On-Demand Contact Center Solution Provider
- Presented by Cincom Systems

Rethinking Service Levels
- Presented by Blue Pumpkin

Three Best Practices for Today's Contact Centers
- Presented by Avaya

Presence Management and Collaboration Tools-Allowing Contact Centers to Leverage Knowledge Enterprise-Wide
- Presented by Siemens Communications, Inc.

Tapping into Minority Markets: What To Look For In Choosing A Language Services Partner
- Presented by Tele-Interpreters

CSR Focus: Function or Quality?How to Achieve “The Perfect Interaction”
- Presented by Jacada Inc.

Workforce Relationship Management: A Common Language for Your Contact Centers
- Presented by Dictaphone Corporation

'Disposable' Learning Transforms Contact Center Training
- Presented by Witness Systems Inc. (now a Verint Systems company)

Avoid Those 'Hit or Miss' Methods of Monitoring Calls to Ensure Quality
- Presented by SER Solutions, Inc.

Competency Modeling and Workforce Relationship Management: A New Roadmap for Optimizing Agent Performance
- Presented by Dictaphone Corporation

Defining The Role of The Customer
- Presented by Strativity Group

If You Teach a Customer to Fish: The Power of Web Self-Service
- Presented by Epicor Software Corporation

Solving the System Compatibility Issue in the Contact Center: The Role of Middleware in Real-Time Data Integration
- Presented by Inova Solutions

Analytics vs. Reporting: What's the Difference?
- Presented by Aspect Software, Inc.

Compelling Reasons for VoIP in the Contact Center
- Presented by Nuasis Corporation

It's All About the Agent
- Presented by DigiVOICE

The Myths of Contact Center Performance: Witness Systems
- Presented by Witness Systems Inc. (now a Verint Systems company)

Use Multimedia and IP for Your Contact Center?
- Presented by Nortel

Sales & Leads Only Part of Outbound B2B Telemarketing
- Presented by OKS-Ameridial, Inc.

Before You Drink, Understand the VoIP Kool-Aid
- Presented by eOn Communications

How an Effective CIM/CRM Strategy Can Transform Your Contact Center into a Profit Center
- Presented by Concerto Software, Inc.

Call Center Analytics: It's not what you know, it's how you use the information
- Presented by AIM Technology

Managing Staff in the Multichannel Contact Center
- Presented by Aspect Software, Inc.

Active Coaching: The Key to Success
- Presented by Envision Telephony

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