10 Ways to Rearchitect Your Contact Center
Hiring, training, and technology are considered keys to raising the customer service standard.
Don't Let a Crisis Destroy Your Image
The right damage control recipe can restore confidence in your brand.
Just Desserts: The Cake Boss Calls on Avaya IP Office
TLC star Buddy Valastro shares how his new communications network will help his bakery business grow.
Small Wonders: Tips for SMB Growth
As the startup failure rate grows, owners strive to boost revenue, maintain profitability, and acquire customers.
Build Your Brand Through Exceptional Customer Experiences
Any interaction customers have with your company is a reflection of your brand.
The Real Value of Social CRM
Leverage public social media and niche sites to drive traffic to your community
Are You Willing to Socialize With Your Customers?
Stop treating them like children and open a dialogue
The Tipping Point
Customer Experience Blueprint Drives B2B
Determine the needs of customers and their value to the organization
Social Everything Comes of Age
Enterprise 2.0 and social CRM form the core of social business
Pint of View
Another Round of Gamification
Get customers onto the winning team—yours
Social Media’s Tough to Measure
Current benchmarks are "typically the wrong ones"
Relaxed Shoppers, Looser Wallets
Research studies customers' willingness to spend based on state of mind
Materials of this color might be counterproductive for breast cancer awareness, a study finds
Market Focus: High Tech
Can the Industry Deliver Integrated Support?
Marketing Dollars Move to Interactive
Spending in this segment will rival TV advertising by 2016.
IVR Investment Pays Off at Australian Bank
Westpac Group installs Holly Connects platform to address customer service woes.
Refer-a-Friend Program at Root of Big Hair Growth
Folica, a purveyor of hair products, partners with Extole to drive customer advocacy by offering special deals.