Editor’s note: this is the second in a two-part series. Read Part One here. Last week, we discussed how to tie mobile and social profiles to the customer lifecycle in order to deliver the right kind ...

Social media is now migrating in full force to the enterprise, with particular importance for contact centers. To find out its perspective on this aspect of business socialization, CMSWire recently ...

Your customers are your central focus, and you need to be able to communicate how they want. It is common knowledge that your customers care about user experience, and an unhappy customer will leave ...

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, ...