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Back in the day, customer relationship management (CRM) software was thought to be the cure for all that ailed the contact center. Today CRM has taken a more dignified position in the contact center and we know that there are many more productivity gaps that we just can't CRM away. In this podcast I'm joined by Mike Garner, Chief Customer Officer at Cicero, as we discuss the role of the agent desktop workstation in diagnosing and solving contact center productivity issues. |
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