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		<title>GUEST BLOG: Your Opinion Counts &#8211; Especially When You Participate</title>
		<link>http://www.destinationcrmblog.com/2009/05/07/guest-blog-your-opinion-counts-especially-when-you-participate/</link>
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		<pubDate>Thu, 07 May 2009 04:01:46 +0000</pubDate>
		<dc:creator>Dr. Natalie Petouhoff, Senior Analyst, Forrester Research</dc:creator>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=1442</guid>
		<description><![CDATA[From my inquiries with customer service professionals, I wanted to get a generalized view of where companies are with respect to implementing the very best of customer service initiatives.
It&#8217;s become pretty clear that most are struggling with outdated technology, systems that are not integrated together, and archaic or nonexistent knowledge management software. They haven&#8217;t deployed [...]]]></description>
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		<title>Customer Experience: Lifeboat for Today&#8217;s Economy?</title>
		<link>http://www.destinationcrmblog.com/2008/10/06/customer-experience-lifeboat-for-todays-economy/</link>
		<comments>http://www.destinationcrmblog.com/2008/10/06/customer-experience-lifeboat-for-todays-economy/#comments</comments>
		<pubDate>Mon, 06 Oct 2008 12:36:56 +0000</pubDate>
		<dc:creator>Christopher Musico</dc:creator>
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		<category><![CDATA[Harris Interactive]]></category>
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		<category><![CDATA[RightNow Summit '08]]></category>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=440</guid>
		<description><![CDATA[In the ramp up for Bozeman, Mont.-based on-demand customer experience management provider RightNow Technologies&#8217; Summit 2008 here in Colorado Springs, you can expect many of the attendees to yearn for &#8212; and ask about &#8212; ways to continue to improve their companies&#8217; customer experiences amidst an economy that has taken the country for a roller-coaster [...]]]></description>
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		<title>FCR: Theory or Practice?</title>
		<link>http://www.destinationcrmblog.com/2008/09/17/fcr-theory-or-practice/</link>
		<comments>http://www.destinationcrmblog.com/2008/09/17/fcr-theory-or-practice/#comments</comments>
		<pubDate>Thu, 18 Sep 2008 02:45:25 +0000</pubDate>
		<dc:creator>Christopher Musico</dc:creator>
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		<category><![CDATA[ACCE]]></category>
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		<category><![CDATA[agent morale]]></category>
		<category><![CDATA[Annual Call Center Exhibition]]></category>
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		<category><![CDATA[FCR]]></category>
		<category><![CDATA[first contact resolution]]></category>
		<category><![CDATA[ICMI]]></category>
		<category><![CDATA[International Customer Management Institute]]></category>
		<category><![CDATA[Jim Grace]]></category>
		<category><![CDATA[live agent calls]]></category>
		<category><![CDATA[metrics]]></category>
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		<guid isPermaLink="false">http://www.destinationcrmblog.com/?p=190</guid>
		<description><![CDATA[Some interesting takeaways came to light here during a session on First Contact Resolution (FCR) led by Jim Grace, senior consultant for the International Customer Management Institute (ICMI) here at the Annual Call Center Exhibition (ACCE) in downtown Phoenix.
In his session, called &#8220;FCR: Great Principle, Hard to Apply,&#8221; he explained the results found in an [...]]]></description>
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