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Articles: Technology
Latest report from Forrester Research affirms high correlation between experience and loyalty across all industries.
Despite a slight drop in customer satisfaction, e-commerce and retail put up a strong fight against the economy.
A new study finds WFO had a very good 2008, despite the economic downturn.
ANA TV & Everything Video Forum '09: No matter what screen the consumer's looking at, the video message still needs to connect.
Shocking new research finds many companies still don't fully understand their own customer service organizations.
Enkata launches a cloud-computing service focused on first-call resolution -- something, according to one industry report, that nearly half of all contact centers fail to even measure.
Forrester Wave on Listening Platforms '09: The analyst firm listens closely to a market segment that used to be known as brand monitoring.
New unified communication offerings are geared to help companies cut costs while improving customer service.
User-Generated Content Expo '09: What's the value of a video that's been seen a million times, if no one buys anything?
BlackBerry Media Event: The smartphone provider describes the release as "the easiest upgrade ever."
User-Generated Content Expo '09: Executives of iStockphoto explain how passion -- backed by user insight -- can be the foundation for a booming business.
Service business strategies for rough economic climates.
Cut costs and improve customer service with self-service software.
AlwaysOn OnMedia '09: More people are viewing content online than on any other channel, forcing advertisers to venture out of their comfort zones.
AlwaysOn OnMedia '09: Panelists discuss the current state of mobile marketing.
SugarCon '09: Angel.com, an interactive voice response specialist, teams with the open-source CRM pioneer to phone-enable SugarCRM accounts.
SugarCon '09: New CRM features, connectors, and learning programs were all on display this week.
The open-source provider's new release -- with more than 300 enhancements -- looks to dig deeper into CRM.
Net Promoter Conference '09: Deliver an excellent customer experience, and riches are sure to follow.
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