Email, social media, phone calls—it's easy for IT solution providers' customers to feel overwhelmed if they don't have a handle on each of those channels. Here, the COO of Zendesk, Zack Urlocker ...

Still catching up on announcements made at Enterprise Connect held earlier this month in Orlando, Fla., today we highlight two recent Alcatel-Lucent announcements. The company unveiled new cloud-based ...

Content alone won’t cut it. A multi-channel distribution strategy is the key to expanding your reach. Learn how to do it right. Content is everywhere. Consumers are inundated with it throughout the ...

TP, a global leader in digital business services, has been awarded a new multi-year contract by ScotRail to deliver customer contact centre services, supporting customer engagement across Scotland's ...

Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them. Consistently deliver personalized, ...