Salesforce.com-Twitter integration could spell privacy fears

Salesforce.com-Twitter integration could spell privacy fears

Salesforce.com Inc.’s announcement that it will integrate Twitter into its Service Cloud offering may be a great way to ascertain...

April 2nd, 2009 Kathleen Lau

Avanade warns against ignoring social media tools

Avanade warns against ignoring social media tools

While Canadian companies are fully aware that social media tools can improve customer service and increase sales, such tools continue...

September 7th, 2008 Jennifer Kavur

Service with a smile

Service with a smile

Tired of brooding over the ever-expanding mountain snow in my front yard, I finally cried ‘uncle’ and headed for Florida...

March 31st, 2008 David Carey

Basel II work opens customer service opportunities

Basel II work opens customer service opportunities

The financial regulatory standard Basel II came into effect last November, leaving the banks wheezing in the wake of a...

February 27th, 2008 Briony Smith

Case study Alberta Ministry of Justice rules in favour of SOA

Case study Alberta Ministry of Justice rules in favour of SOA

In a bid to improve efficiency and customer service, the Maintenance Enforcement Program (MEP) of the Alberta Ministry of Justice...

November 13th, 2007 Lisa Williams

Compliance drives telecom firm

Compliance drives telecom firm

Meeting regulatory compliance requirements and maintaining uninterrupted customer service were the primary reasons fuelling Toronto Hydro Telecom Inc.'s creation of...

August 19th, 2007 Kathleen Lau

FedEx Canada’s got the package

FedEx Canada’s got the package

A company's success may depend in part on its customer contact centre's ability to manage data and integrate front-end applications...

July 4th, 2007 Kathleen Lau

Home Depot Canada’s ‘customer-centric’ tech transformation

Home Depot Canada’s ‘customer-centric’ tech transformation

Sauntering through a store that carries in the neighbourhood of 30 million items can be exciting, but not a little...

June 13th, 2007 Joaquim P. Menezes

Click-and-connect technology can ‘enhance’ e-commerce

Click-and-connect technology can ‘enhance’ e-commerce

COMMENT ON THIS ARTICLEA Dallas-based company says it has extended the click to call concept to offer businesses a range...

March 20th, 2007 narellano