Susannah Patton

Organizations that are listening to customer frustration are responding in several key ways: by updating call center technology, by making it easier to reach a human agent if necessary and -- in some cases -- by moving from far-flung call center agents to at-home customer service representatives. This strategic about-face marks the emergence of a new breed of call centre -- one that employs technology to connect with its customers, not put them on hold.

IT Managers who focus on cutting costs and driving efficiencies risk working themselves out of a job, according to two recent reports.

Achieving the Holy Grail of "perfect orders" involves more than just plugging data into software. Companies must also restructure their supply chain processes from end to end.

Stephanie Adkins travelled from Sault Sainte Marie, Mich., to Huntington, N.Y., to meet Harry after reading his life story on the Internet.