Surveys Find Shift to Virtual Events a Modest Success
Online conferences fail to deliver desired networking opportunities, IDC finds
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.
Advertising Returns to Local TV
Spending on TV advertising is expected to soar, despite the trend to cut the cord
The Switching Economy Hits Home
Poor customer service accounts for most company defections.
Customer Satisfaction Plunges Again
American Customer Satisfaction Index sees one of its biggest drops in 20 years.
Verizon Puts a Different Spin on Loyalty Rewards
The new program rewards customers for everyday activities.
How Hot Is Amazon's Fire?
Despite mixed reviews, the smartphone's connection to the largest e-commerce network will facilitate mobile transactions.
Contact Center Satisfaction Dropped 10 Percent in 2013
Companies can rebound by providing more multichannel customer service options.
Telecoms Grapple with Support Inequality
Carriers struggle to offer effective service to all customers.
AT&T Turns to Video to Cut Call Volume
Videos explain bills to customers so call center agents don't have to.
Social Media’s Tough to Measure
Current benchmarks are "typically the wrong ones"
SMBs to Become More Mobile and Competitive
Better connections with customers and more efficient use of resources will drive future IT investments
Foursquare Searches for Revenue Streams
The company plans to start charging merchants for customer data
Mobile Retail Entering Support Phase
Smartphone trends demonstrate the need for an innovative strategy
Companies That Listen Get Results
Investments in monitoring social media rise but still lag customers' use of it
Market Focus: Financial Services—Retail Banks Need an Overhaul
Changing consumers' habits requires financial institutions to sharpen their focus on service, according to report
Slow and Steady Loses This Race
OfficeDepot.com and SierraTradingPost.com rank first for fastest phone and email customer support
Changing the Channel
Research reveals how consumers will contact customer service within the next two years
New EU Regulations to Affect Email, Online Marketing
Opt-in consent required for emails and for tracking the online activity of Web site visitors
The Digital Age of Marketing
Gartner forecasts that social and mobile approaches will influence at least 80 percent of consumers' discretionary spending by 2015