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The Journal of Customer Loyalty - Spring 2006 |
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In Search of Customer Relevance |
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Beyond Workforce Management |
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The Journal of Customer Loyalty - Summer 2005 |
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Getting Speech Right |
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Principles and Practices for Driving High Performance in the Call Center |
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The Journal of Customer Loyalty - Winter 2005 |
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Campaign Management Solution Implementation |
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Managing CRM Risk |
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IP Telephony and the Location-Based Business Model |
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The Journal of Customer Loyalty - Summer 2004 |
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Converged Internet Protocol Contact Centers |
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Targeted Offer Management |
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Analytical CRM |
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Optimizing Value TO and FROM the Customer |
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The Journal of Customer Loyalty - Winter 2003-04 |
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Getting the Most Out of Self-Service |
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Speech Recognition Redefines Self-Service |
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Customer Experience Analytics |
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The Call Center Balanced Scorecard |
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Taking Your Organization to a Higher Level of Customer Interaction Management |
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Customer Connections |
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The Journal of Customer Loyalty - Summer 2003 |
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The Customer Interaction Model |
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Physician-Centric Customer Service |
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Achieving Real Value from IP Contact Centers |
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A Value-Based Framework for Analytics |
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Executing on Change: Driving CRM Success Through Employee Adoption |
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Offshore Business Process Outsourcing (BPO) Opportunities |
