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The Contact Center Business Intelligence Opportunity

Add Value to Customer Solutions and Close More Business…Even in a Down EconomyBusiness Intelligence (BI) - otherwise known as reporting, analytics and performance management - is a critical and...

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Beyond the Tyranny of the Spreadmart: Business Intelligence in the Contact...

Once upon a time, there was a grief-crazed millionaire widow who consulted a psychic medium for advice on how to get past her sorrow. The medium consulted the spirits and proclaimed that the widow was...

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Don't Stare at the Matrix: Nine Pitfalls to Avoid in Defining KPIs for the...

In the movie The Matrix (1999), a character named Cypher whiles away the hours staring at a torrent of raw data scrolling vertically down an old-fashioned video screen. While others see an...

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