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Last Updated: 7:40 PM EST - Jun 22, 2017

Handling Social Complaints: Troll or Not Troll?
By: David Reimherr
Many companies use social media and the Internet to handle customer service complaints. While this is convenient for consumers - and sometimes customer service departments - it is an equal opportunity for Internet trolls.

CallRail Adds Keyword Spotting to Call Recording
By: Andrew Bindelglass
CallRail has added a service to its call recording platform that allows it to automatically spot keywords.

Speed Case Resolution in Salesforce Service Cloud with Monet Live WFM
By: Tracey E. Schelmetic
Salesforce Service Cloud's functionality can be extended further into managing the agent experience with the use of valuable add-ons and widgets that allow contact centers to ensure that the right number of agents are working in the right …

What's New in Huddle Room Solutions
By: Paula Bernier
There are a number of new huddle room solutions being introduced to the market recently. InFocus Corp. and Yamaha/Revolabs all have new offerings that are sure to help improve the business operations of any company.

Boston Police Department Deploys NICE Inform
By: Michael Guta
The Boston Police Department is deploying NICE Inform to maximize its IP-based communications system with quality assurance, multimedia incident reconstruction, and IP telephony and radio recording.


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