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