Articles by Vivian Wagner

Mobile devices are changing both how customers get in touch with call centers and how companies respond to those calls The days of customers sitting at kitchen tables on landlines waiting for agents to answer their calls are gone. Now, they're calling from smartphones and clicking on apps, and call centers are adapting to this new mobile reality....

Even when Darien Gold's pilates clients aren't in her studio, they can work on their moves by following the instructions and imitating the positions on her mobile app Gold uses the app to expand the reach of her business, according to Bharath Lingam, CEO of PurpleTalk, which worked with Gold to develop her app....

Call center software can now identify everything from anger to dissatisfaction in the voices of customers. Since call centers are all about voices, it makes sense to analyze those voices in order to provide better customer service. The field of voice analytics, in fact, has become a big business Both through recorded calls and through real-time an...

This story was originally published on July 26, 2012, and is brought to you today as part of our Best of ECT News series. WORX, a power tool company, has a unique Pinterest board: one devoted entirely to tools that aid in zombie defense. The WORX JawSaw, for instance, has a pin that tells consumers to "accessorize before they rise, and protect you...

This story was originally published on Oct. 3, 2012, and is brought to you today as part of our Best of ECT News series Remember Charlie?...

Facebook announced Thursday that it is testing a system that will let users send prioritized messages to people who aren't among their contacts by paying US$1. The initial test, part of an effort to monetize its user base, involves a small group of people Currently, any messages Facebook members send to non-contacts go into a folder labeled "Other....

Using potatoes as an analog for humans, Boeing has come up with a new way to test for in-flight wireless signal strength Signal strength is everything when it comes to effective wireless connectivity, whether it's on the ground or 35,000 feet up in the air. Passengers on board a wireless-enabled plane want to access the network whether they're in f...

Facebook plans to launch video advertising that will autoplay in users' news feeds some time next year, but it's not yet clear whether they'll be more like silent movies or talkies, according to a report by Advertising Age Advertisers reportedly will have the chance to buy targeted video ads in the first part of next year. The ads will be capped at...

YouTube on Monday launched Capture, an app for iPhone and iPod touch that lets people share their videos instantaneously The new app is Google's first foray into instant video sharing from mobile devices and an effort to bring more homemade video content into its ecosystem by streamlining the sharing process....

Enterprise CRM of the future is all about social and mobile.In fact, Blackbaud, which specializes in providing CRMproducts and services to the nonprofit sector, even has anacronym for it: SOMO "We're looking at how we can extend our technology intosocial and mobile spheres," Tiffany Crumpton, seniormarketing manager for CRM with Blackbaud, told CRM...

When Double Cola wanted to encourage its customers to keep coming back for more of its vintage fizzy drink, it started a rewards program. Using tried-and-true loyalty methods, the company offered customers the opportunity to turn over the cola's caps, earn points, and get discounts and merchandise "These guys wanted to come into the current generat...

When the first banner ads came out in the 1990s, they attracted lots of attention -- and lots of click-throughs Since then, though, their effectiveness has plummeted, forcing businesses to think creatively about the future of online advertising. This future is likely to include a mix of social media influencing, content marketing, and in-depth stor...

It makes sense to watch the calendar when putting together a marketing plan. Holidays, seasons and events, after all, drive sales "There's good reason to ride the coattails of seasonal events and holidays," Shannon Byrne, marketing coordinator at BlueGlass Interactive, told the E-Commerce Times. "When done right, it provides fresh ideas, generates ...

The line between TVs and computers is increasingly blurring, with TVs becoming smarter and more connected than ever. As interactive, Web-connected appliances, smart TVs have search and navigation capabilities, can interact with tablets and smartphones, and offer access to downloadable apps. In short, smart TVs provide the kind of always-on connectivity that consumers have come to expect in the rest of their lives.

This story was originally published on July 16, 2012, and is brought to you today as part of our Best of ECT News series Most businesses recognize the need to be on Twitter to post about their latest products, services and recommendations. In addition to such marketing uses, however, it can also be used to manage customer relations.

Barnes & Noble revealed this week that PIN pad devices at 63 of its stores nationwide were hacked, putting some of its customers at risk. The company discovered the hacking in September, and for the past month, the FBI has been investigating the case Fewer than 1 percent of Barnes & Noble PIN pads reportedly were affected, but customers who swiped ...

Barnes & Noble revealed this week that PIN pad devices at 63 of its stores nationwide were hacked, putting some of its customers at risk. The company discovered the hacking in September, and for the past month, the FBI has been investigating the case Fewer than 1 percent of Barnes & Noble PIN pads reportedly were affected, but customers who swiped ...

The in-flight entertainment sphere has expanded far beyond showing movies on hard-to-see overhead screens. Passengers want constant availability of media, entertainment and connectedness wherever they happen to be, and in-flight systems are simply trying to keep up with that demand "Consumers have become increasingly accustomed to having immediate...

Online gaming is big business. From casual games to massive multiplayer epics, these games keep people busy for minutes, hours and days at a time One of the fastest-growing segments of the online game market is casual gaming -- simple games that can be played on websites, through social media sites like Facebook, or on mobile devices....

Remember Charlie? YouTube isn't just about cat videos and basement productions anymore. Charlie's a big boy now, and YouTube has been growing up too.