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Articles: Technology
It's not the medium but, rather, how you use it to engage customers that counts
Mix skilled workers, listening platform, and measurable objectives
Providing an extraordinary experience should never compromise the basics
The need to reduce travel spurs front-office solutions
Suite integrates the Web, social, and mobile capabilities.
Growth is sparked by the iPad's popularity among businesses and the ability to send actionable insights to sales reps
The San Francisco company partners with eWordofMouth to generate a 99 percent increase in Facebook "likes"
Pinal County speeds responses and cuts costs by switching from a hosted to an on-premises contact center suite
The promise of sending tailored ads to customers' mobile devices is appealing, but privacy issues remain
Aiming at small and midsize enterprises, the integrated solution will be accessible for 14 million Nortel users.
Why the old rules of etiquette no longer apply
Listening to customers should precede any foray into social media, the former leader of @ComcastCares advises
Online communities foster customer loyalty by doing what traditional contact centers cannot
Smartphones allow consumers to share their in-store experiences moments after they happen
Companies need to shift from a "me first" to a "we first" world, author warns
New federal laws have "thrown everything up for question"
Overshadowed by news of a deal with Salesforce.com, Radian6 user conference stresses need to engage with customers, not bombard them
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