Category: CRM

The contact center is a billion dollar channel but has yet to exploit its true potential. Contact center data can

I am spending some time at the Sugar CRM SugarCon 2013 conference this week to learn about the trends in the

Most people think of the cloud as being removed from the local environment because, after all, it requires the addition

I had a fascinating trip recently to Stew Leonard’s where I witnessed employees having a conversation about customer service. If

In the US, some of the most challenging times for carrier sentiment had to be when comedians and shows like

Recently consumer products manufacturer P&G – one of the largest advertising spenders at over $9B announced it will cut its

I think I may have one of the best jobs in the world. I admit it is a bit ADHD-inducing

Recently I had a chance to have an in-depth conversation with Avaya about the trends they see for 2012 in

In the early nineties I was and SQL programmer in a market dominated by companies like Oracle and Informix. At

This time domain names = IP addresses and dotcom = cloud The idea of cloud is not new – think