Social networking is becoming more and more relevant in today's world, especially in the North Africa region. As evidenced by the impact that social media has had in fueling the Arab Spring, companies in that region, as well as other emerging markets, should embrace this new trend and place increasing focus on social media activities. In fact, they need to enter the 'social' era with a structured approach and best practices in their social media adoption.

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Posted by Amine Jabali | Permalink | Comments ()

The contact center represents a critical touchpoint in the customer-company relationship. Customers often reach out to a company's contact center because of a problem they're experiencing with a product or service. When this happens, customers are typically in an unfavorable mood.

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Posted by Cheryl Nolan | Permalink | Comments ()

We at Peppers & Rogers Group have always advocated that acting in the best interests of your customers is sound business strategy. Not only is it the right thing to do, it can positively impact a company's bottom line. The point was proven yet again last week with the release of a report from the CFI Group that ties customer satisfaction scores to higher-than-average stock prices.

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Posted by Elizabeth Glagowski | Permalink | Comments ()