Podcasts

  • Seven things you need to know about speech analytics

    Call center expert Donna Fluss gives advice on evaluating and implementing speech analytics technology in this podcast. Fluss offers an introduction to speech analytics and what its implications are for call centers.

  • Voices of CRM audio downloads

    Three attendees at Microsoft Convergence -- a marketing executive, a customer service manager and a systems manager -- share advice on implementing CRM.

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