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Past News Date News 9/22/2011 Integrating Social Media Into The Contact Center inContact 9/1/2011 Suite Evolution Drives Contact Centers Speech Technology 8/19/2011 Seven Ways to Get Social Media Working Better For You TMCNet 5/19/2011 Social Media is a Gift for Banks Bank Systems & Technology 3/10/2011 Workforce Optimization Gets Optimized destinationCRM.com 2/14/2011 Does the social media contact centre hold the future for analytics? MyCustomer.com 10/14/2010 6 Pieces of Research Every Customer Service Pro Should Know Customer Management iQ 7/11/2010 When you call, they're listening - A Plymouth company's call recording software helps call centers analyze employees and callers Minneapolis - St Paul StarTribune 3/30/2010 Call Center Workforce Management Solutions Market Grew 30.3 Percent in 2009 TMCnet.com 2/10/2010 Convergys names new CEO, tapping former phone exec DailyFinance 2/5/2010 Verint Acquires Iontas TMCnet.com 2/2/2010 Big Brother for Hire Information Management 2/1/2010 Stressed and Distressed destinationCRM.com 1/15/2010 Unified Communications Slow to Make Its Presence Felt destinationCRM.com 12/8/2009 Ask The CRM Expert: Questions & Answers - Which call center billing model should I use? SearchCRM.com 12/2/2009 DMG Consulting Report: Speech Analytics Continues To Grow Rapidly Speech Technology 12/2/2009 Ask The CRM Expert: Questions & Answers - How to define the soft ROI benefits in the contact center SearchCRM.com 10/1/2009 Property of ??? - Who Owns a Speech Analytics Application Determines How the Data is Distributed Speech Technology 9/29/2009 Confirmit and DMG Consulting Announce Webinar Showcasing Contact Center Feedback Best Practice Confirmit 9/19/2009 Survey Software Continues to Sell destinationCRM.com 9/4/2009 Speech analytics software product directory SearchCRM.com 8/10/2009 Seven reasons speech analytics will shake up customer service and marketing MyCustomer.com 7/14/2009 Ask The CRM Expert: Questions & Answers - Three management tips for overseeing call center agents on night shift SearchCRM.com 7/2/2009 Ask The CRM Expert: Questions & Answers - Managing customer conversations in the call center SearchCRM.com 6/5/2009 Envision vs. Verint "Smackdown" on Speech Analytics for SMBs, but the Cloud is up Next Customer Think 5/4/2009 CallCopy and DMG Partner to Assist Organizations in Creating World-Class Quality Assurance Programs CallCopy 4/23/2009 Contact Center, Enterprise Performance Management Solutions Sales Healthy Despite Slowdown: New DMG Consulting Report TMCnet.com 4/14/2009 DMG Report Predicts Rapid Adoption of Contact Center Analytics Solutions TMCnet.com 4/14/2009 Ask The CRM Expert: Questions & Answers - Pros and cons of using a pay-per-call service in the call center SearchCRM.com 4/13/2009 Is now the time for contact center spending? IT Knowledge Exchange 4/13/2009 Ask The CRM Expert: Questions & Answers - Examining call center cell phone regulations SearchCRM.com 3/20/2009 DMG Consulting: Workforce Management Market Grew 7.4 Percent in 2008 TMCnet.com 2/16/2009 Is Workforce Optimization Recession-Proof? destinationCRM.com 2/4/2009 Confirmit Sets Its Sights on the Horizon destinationCRM.com 1/27/2009 Ask The CRM Expert: Questions & Answers - Overview of open source call center software SearchCRM.com 1/26/2009 Ask The CRM Expert: Questions & Answers - Creating work-at-home agent agreements for call center employees SearchCRM.com 1/8/2009 Aspect takes AIM at contact center performance management SearchCRM.com 12/1/2008 The Power of Performance Management Business Management 11/27/2008 'Homeshoring' gains popularity Boston Globe 11/21/2008 Use Speech Analytics to Reduce Calls That Frustrate Customers and Hurt Productivity Customer Think 10/30/2008 Empirix Ensuring Successful Disaster Recovery for Contact Centers TMCnet.com 10/22/2008 Ask The CRM Expert: Questions & Answers - Ten ways to re-energize and motivate call center agents SearchCRM.com 10/1/2008 The Case for Call Recording Speech Technology 9/16/2008 Ask The CRM Expert: Questions & Answers - Pros and cons of auto-response software in the call center SearchCRM.com 9/15/2008 Ask The CRM Expert: Questions & Answers - Managing call center stress: Three stress management training courses for agents SearchCRM.com 9/9/2008 The Calm Before the Business Storm destinationCRM.com 9/9/2008 Contact Centers Unprepared For Disasters: Study Contact Center Community 9/1/2008 Contact Center Recording: More Than Logging Calls TMCnet.com 7/31/2008 Ask The CRM Expert: Questions & Answers - Finding remote call center agent jobs and opportunities SearchCRM.com 7/15/2008 Good Enough for the G-Men Speech Technology 7/10/2008 Ask The CRM Expert: Questions & Answers - How can a call center offshore outsourcing firm attract new clients? SearchCRM.com 5/20/2008 Ask The CRM Expert: Questions & Answers - Preparing for a call center agent job interview: What skills are required? SearchCRM.com 5/1/2008 How to Set Up a VoIP Center - A Step-by-Step Guide to Getting Started VoIP News 4/23/2008 For Contact Center Infrastructure, Hosting Becomes the Life of the Party destinationCRM.com 4/22/2008 Ask The CRM Expert: Questions & Answers - Phone sales techniques: Keeping customers on the line SearchCRM.com 3/27/2008 Ask The CRM Expert: Questions & Answers - Why do call centers use courtesy calls? SearchCRM.com 3/26/2008 Ask The CRM Expert: Questions & Answers - Call center seating: Keeping track of vacant workstations SearchCRM.com 3/20/2008 How to Train a Call-Center Agent VoIP News 3/10/2008 Report: Workforce Management Apps Make the Most of Call Center Resources CRM Buyer 3/6/2008 Your call is important to us The Economist 3/5/2008 Ask The CRM Expert: Questions & Answers - Tips for starting a home-based call center SearchCRM.com 3/1/2008 Secret Agents Speech Technology 2/22/2008 Ask The CRM Expert: Questions & Answers - How can we motivate our call center agents to up-sell? SearchCRM.com 2/21/2008 Ask The CRM Expert: Questions & Answers - Training for quality assurance analysts: What topics should we cover? SearchCRM.com 2/20/2008 Access Your Contact Center Data Anywhere, Anytime destinationCRM.com 2/19/2008 Ask The CRM Expert: Questions & Answers - Where can I purchase call center lists? SearchCRM.com 1/17/2008 Ask The CRM Expert: Questions & Answers - Lowering average handle time for the help desk SearchCRM.com 1/17/2008 Ask The CRM Expert: Questions & Answers - Can you provide me with tips and techniques for achieving top utilization of my call center staff without burning them out? SearchCRM.com 1/8/2008 Ask The CRM Expert: Questions & Answers - When opening a 24-hour call center, how should we handle scheduling? SearchCRM.com 1/8/2008 Ask The CRM Expert: Questions & Answers - When opening a 24-hour call center, how should we handle scheduling? SearchCRM.com 1/3/2008 Quality Management Market Forges Ahead destinationCRM.com 12/31/2007 Big Brother 101 - How to keep tabs on your call-center agents without crossing the line VoIP News 12/26/2007 The CRM market in 2007: Top experts share their views, part 1 SearchCRM.com 12/13/2007 Contact center WFO market mature but growing, report says SearchCRM.com 12/12/2007 Ask The CRM Expert: Questions & Answers - Best practices for hiring call center agents SearchCRM.com 12/11/2007 Ask The CRM Expert: Questions & Answers - Best practices for hiring call center agents SearchCRM.com 12/5/2007 Ask The CRM Expert: Questions & Answers - Quality monitoring in the call center: What to measure SearchCRM.com 12/5/2007 Ask The CRM Expert: Questions & Answers - Are there call recording tools for monitoring remote agents? SearchCRM.com 11/15/2007 Checking the Pulse of the Contact Center destinationCRM.com 11/5/2007 Ask The CRM Expert: Questions & Answers - Is your call center team leader ready for a management position? Ten ways to tell SearchCRM.com 10/23/2007 Required Reading SupportIndustry.com e.newsletter 10/1/2007 Analytics Analyzed Speech Technology 9/24/2007 Ask The CRM Expert: Questions & Answers - Quality calibration in the call center for multiple languages SearchCRM.com 9/18/2007 Ask The CRM Expert: Questions & Answers - Pay-for-performance for call center agents SearchCRM.com 8/29/2007 Ask The CRM Expert: Questions & Answers - Empathy and customer service: Call center agent training or scripting? SearchCRM.com 8/24/2007 Ask The CRM Expert: Questions & Answers - Call center certification programs for managers and agents SearchCRM.com 8/7/2007 Speech Analytics Goes Visual with Autonomy etalk destinationCRM.com 8/6/2007 Big Brother Comes to the Call Center, But It's Good internetnews.com 7/30/2007 Ask The CRM Expert: Questions & Answers - How to evaluate call center quality analyst performance SearchCRM.com 7/23/2007 Ask The CRM Expert: Questions & Answers - Help desk supervisor goals for providing service and support SearchCRM.com 7/9/2007 Ask The CRM Expert: Questions & Answers - What to cover during a quality monitoring review in the call center SearchCRM.com 7/9/2007 Ask The CRM Expert: Questions & Answers - Improving agent performance in the call center with five steps SearchCRM.com 7/6/2007 Ask The CRM Expert: Questions & Answers - What call center technology is necessary for home-based agents? SearchCRM.com 7/3/2007 DMG Publishes QM-Recording Market Share Analysis CallCenter Magazine 7/3/2007 Doubling Down on Quality Management destinationCRM.com 6/22/2007 Surveys in the Contact Center Are Becoming More Prevalent destinationCRM.com 6/20/2007 Ask The CRM Expert: Questions & Answers - Analyzing consolidated vs. decentralized customer service SearchCRM.com 6/19/2007 Ask The CRM Expert: Questions & Answers - Working the call center night shift -- tips for agents SearchCRM.com 6/1/2007 Speech Analytics Is on the Rise Speech Technology 5/29/2007 Ask The CRM Expert: Questions & Answers - How can I run call center agent training on a shoestring budget? SearchCRM.com 5/14/2007 Ask The CRM Expert: Questions & Answers - Evaluating voice mail software for the call center -- a short list of vendors SearchCRM.com 5/1/2007 Advanced Analytics Offer Greater Precision Speech Technology 4/27/2007 Ask The CRM Expert: Questions & Answers - Call center training and other ways to occupy agents during off-peak hours SearchCRM.com 4/24/2007 2007 Speech Analytics Market Report DM Review 4/23/2007 Ask The CRM Expert: Questions & Answers - Call center salary: How to reward agents based on a performance appraisal SearchCRM.com 4/20/2007 Is internal CRM the key to a harmonious organisation? MyCustomer.com 4/13/2007 Listening to negotiations automatically and analytically (in Russian) Computerra 4/12/2007 Ask The CRM Expert: Questions & Answers - Service-level agreement template to prepare for call center outsourcing SearchCRM.com 4/3/2007 Ask The CRM Expert: Questions & Answers - Who is ultimately responsible for call center quality assurance? SearchCRM.com 3/30/2007 Monetary interest to human sounds (in Russian) Computerra 3/28/2007 Speech Analytics Is on the Rise Speech Technology 3/27/2007 Speech Analytics Is the Contact Center's Fastest Growing Tech destinationCRM.com 3/22/2007 Ask The CRM Expert: Questions & Answers - Transforming a customer service and support department into a call center for an online travel company SearchCRM.com 3/21/2007 Ask The CRM Expert: Questions & Answers - Call center training for communication skills in sensitive customer situations SearchCRM.com 3/1/2007 Contact center performance management revealed Financial Services Technology 2/26/2007 Ask The CRM Expert: Questions & Answers - Where can I purchase call center lists? SearchCRM.com 2/21/2007 NICE Smartens Up destinationCRM.com 2/14/2007 Ask The CRM Expert: Questions & Answers - New call center agents: top 10 pitfalls SearchCRM.com 2/12/2007 Call center consolidation continues as Verint buys Witness SearchCRM.com 2/12/2007 Verint: Can I Get a Witness? desinationCRM.com 1/29/2007 Ask The CRM Expert: Questions & Answers - How can I get call center agent buy-in for desk sharing or hot seating in the call center? SearchCRM.com 1/16/2007 Contact Center Performance Management Line56.com 1/15/2007 Ask The CRM Expert: Questions & Answers - Using subject matter experts (SME) to develop call center managers SearchCRM.com 1/11/2007 Report: PM Small, But Growing Fast Callcenter Magazine 1/10/2007 CCPM Market Is Poised For Progress desinationCRM.com 1/2/2007 Ask The CRM Expert: Questions & Answers - Evaluating call center software vendors with real-time analytics tools SearchCRM.com 1/1/2007 Dialing: It's Not Just For Sales Anymore Callcenter Magazine 1/1/2007 Home Bodies: Cut contact center operating costs, reduce churn rates, and up flexibility--a serious look at the at-home agent model. desinationCRM.com 12/20/2006 CRM experts predict 2007 SearchCRM.com 12/18/2006 Ask The CRM Expert: Questions & Answers: Motivate call center agents: Eight tips for success SearchCRM.com 12/5/2006 Ask The CRM Expert: Questions & Answers: Do not call rules for an outbound call center SearchCRM.com 11/10/2006 DMG Consulting's Donna Fluss on Dialing Callcenter Magazine 11/7/2006 Ask The CRM Expert: Questions & Answers: Call center agents -- how to maximize skills, efficiency and motivation SearchCRM.com 10/18/2006 What Customers Say And How They Say It The Washington Post 10/3/2006 Witness Eyes the Enterprise destinationCRM.com 10/2/2006 Ask The CRM Expert: Questions & Answers SearchCRM.com 10/2/2006 Ask The CRM Expert: Questions & Answers SearchCRM.com 10/1/2006 Outsourced jobs returning home NorthJersey.com 9/26/2006 QM: The Upswing Continues destinationCRM.com 8/4/2006 Ask The CRM Expert: Questions & Answers - Remote call center agents can offer cost savings and other benefits SearchCRM.com 8/2/2006 E-Learning for the Enterprise destinationCRM.com 8/1/2006 Standing Out From the Crowd Insurance Networking News 8/1/2006 The Why Factor in Speech Analytics destinationCRM.com 7/20/2006 Contact Center Wisdom Line56 7/19/2006 Paper Offers Tips on Taming Performance Data ICCM Newsline 7/14/2006 Verint buys into call center with Mercom acquisition SearchCRM.com 7/14/2006 Ask The CRM Expert: Questions & Answers - Evaluating quality monitoring vendors SearchCRM.com 7/12/2006 VoIP call centers on a slow but steady adoption path SearchCRM.com 6/29/2006 Vendors: VoIP for the call center SearchCRM.com 6/16/2006 Real-Time Coaching CallCenter Magazine 5/4/2006 Speech Technology Magazine’s Q&A with Donna Fluss, Principal, DMG Consulting Speech Technology Magazine 4/7/2006 Speech Analytics Will Be Listening destinationCRM.com 3/26/2006 Ask The CRM Expert: Questions & Answers SearchCRM.com 3/22/2006 Speech Analytics Vendors Are Listening destinationCRM.com 3/21/2006 Ask The CRM Expert: Questions & Answers SearchCRM.com 1/17/2006 NA Contact Center Outsourcing Strengthens destinationCRM.com 1/9/2006 Ask The CRM Expert: Questions & Answers - How Do Separate Billing Models Affect Cost Per Call? SearchCRM.com 12/13/2005 Eliminating the Disaster in Disaster Planning SearchCRM.com 12/8/2005 Contact Center Analytics Business Intelligence Review 11/22/2005 Contact Center Performance Management Business Intelligence Review 11/18/2005 Intervoice Will Purchase Edify destinationCRM.com 11/15/2005 Ask The CRM Expert: Questions & Answers SearchCRM.com 11/7/2005 QM and Liability Recording Move Ahead destinationCRM.com 10/1/2005 Donna Fluss quote featured on the cover of Call Center Magazine CallCenter 9/20/2005 Nortel Introduces 'Expert Anywhere' Contact Solution, Enabling Access to Anytime, Anywhere Expertise Nortel Networks 7/11/2005 Fatter Functionality For Speech Analytics destinationCRM.com 6/17/2005 Convergys Is Buying Deloitte's F&A BPO Business destinationCRM.com 6/9/2005 Nortel's Single Appliance for Contact Centers destinationCRM.com 6/7/2005 CitiFinancial 'Deeply Regrets' Customer Info Breach destinationCRM.com 5/24/2005 Tracking Calls Across the Hosted Universe destinationCRM.com 5/16/2005 Hosted Contact Center Apps For Everyone? destinationCRM.com 5/10/2005 Opinions Fly with the Merger Between ScanSoft and Nuance Speech Technology Magazine 5/1/2005 Making a Clear Connection CRM Magazine 4/12/2005 Making the virtual call center a reality SearchCRM.com 3/17/2005 Can You Get More From Your Contact Center?: A Tele-panel Discussion CRMGuru.com 3/7/2005 Speech analytics to take off in 2005 SearchCRM.com 3/7/2005 Fluss: QM to Boom CallCenter Magazine 2/25/2005 QM Is Poised For Growth DestinationCRM.com 10/15/2004 Less for Success CIO Magazine 10/12/2004 Spending up, but what will contact centers buy? SearchCRM.com 9/1/2004 Software vendor may cash in on contact-center patents InfoWorld 9/1/2004 Where's the Value in Customer Contact? CRMGuru.com 7/20/2004 CRMGuru Think Tank CRMGuru 3/1/2004 Executive Interview: Donna Fluss, Principal, DMG Consulting LLC ContactCenterWorld.com 2/17/2004 Quality Management in Contact Centers Line56.com 2/10/2004 Quality Management / Liability Recording market is expected to grow strongly in the next years. EuropeContactCenter.com

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