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Top Stories

Five Steps For Improving the Customer Service Experience

The way in which consumers communicate is evolving; they are rapidly adopting communities, web self-service and social media for both personal and business interactions. Customer support organizations must adapt their strategies in order to provide effective online tools to engage with the customer on the customer's terms. Follow the five steps detailed in this white paper in order to enhance the customer experience, and ultimately, customer loyalty and retention.

Mobile Apps in the Enterprise: Potentials and Pitfalls

With more mobile workers using personal smartphones and tablets to conduct business, 2011 is being heralded as the year of mobile apps in the enterprise. Today's corporate IT departments are faced with a multitude of questions. Yet,the benefits of mobile apps initiatives will far outweigh the challenges of getting them into the enterprise, in the form of increased work productivity and customer response, analysts say.

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