At the ICMI Contact Center Expo, users were interested in how to make their centers more efficient while serving customers in whatever channel they choose.
Consumers use mobile devices constantly. Marketers can capitalize on this by developing a rich, engaging mobile experience to drive sales.
A contact center manager shares guidelines of how fellow leaders can get the most out of their agents when inheriting or 'rebooting' a center.
Chinese students used mobile phones to compete for L'Oreal jobs by answering questions that were analyzed by Seedlink software.
Credit-scoring and analytics provider says Glint software helps boost performance and possibly profits, but manager use is a challenge.
HR and IT leader says Oracle HCM Cloud is improving performance at Compass Minerals, but he should have tapped IT expertise earlier during implementation.
AWS has improved its security features and offers a slew of resources for hardening its cloud. But admins still play a part in preventing breaches.
As the cloud evolution continues, IT professionals struggle to keep pace. The new AWS Educate service aims to train the future cloud workforce.
If your enterprise lacks in-house AWS skills, try outsourcing a new cloud project. But the quality of the firm might mean the difference between success and failure.
Businesses such as Apple, Microsoft and Google have risen to the top largely because they're founded on powerful platforms. How can companies that sell products -- like spices or sprinklers -- benefit from the platform model?
Manufacturers today rely on technology such as product data management software to manage critical product data, especially when problems arise.
It may be early in the game, but use cases demonstrate that Internet of Things pioneers are having great success with IoT-connected products.
Zuora aims to help providers better understand their subscription customers, while Cornerstone presents predictive analytics and platform as a service.
Self-service business intelligence and analytics tools require thoughtful deployment plans to get business users to willingly integrate them into operational workflows.
Organizations have found that they can't just jump into a data lake -- it requires a strategic approach to building an architecture that can support it.
Why don't users seem to appreciate typical software QA testing status reports?
What is the value of online discussion forums? This expert sees the good and the bad in online forums.
Find out how enterprise ALM should relate to independent project management strategies.
Learn why using existing metadata and BPM within an organization can help break down silos and unify dispersed teams.
Find out why and how enterprises should include security architects into the DevOps process to help avoid software vulnerabilities.
Containers are enabling a much faster pace of releasing consistent software, but architects need to rethink how to secure applications.