Gartner 2019 Magic Quadrant for Contact Center as a Service

In the 2019 Gartner Magic Quadrant report for CaaS, you'll learn how contact center solutions measure up. You will also discover why now might be the right time to update your contact center.

Sandy Put Service to the Test

Insurers turned to mobile and social technologies to respond to the October superstorm.

Do You Know Your URLs?

Not every marketing effort includes a campaign-specific Web address -- but some of the ones that do aren't doing a very good job of connecting to the main brand.

On the Scene: New Beginnings from Within

Customer Experience Summit '09: Improving the customer experience starts with a hard look in the mirror.

Poking Holes in Attrition

Social networking has the potential to transform the day-to-day operations of customer service representatives.

Required Reading: What's in a Tagline?

A change in your brand's tagline may end up damaging the brand itself.

Statistically Speaking

As a result of the relocation of more than 3,000 call centers from the United States by 2008,130,000 agent positions will be eliminated, according to Datamonitor.

Ensuring the Success of Insurance Companies

CRM vendors have come around to a new way of addressing the needs of insurers.

News in Brief

Demand for chief customer officers has surged; technology spending by North American banks will remain flat for 2003; mobile access to CRM solutions, not wireless connectivity, will see the most attention from systems integrators; and more.