Retailers typically take something of a hit to their customer service satisfaction levels during the holiday shopping season, due to the high volumes handled during that time. But Zendesk’s latest… Read more »
For the last year, T-Mobile CEO John Legere has singled out AT&T as the key example of everything that’s wrong with the U.S. wireless industry. According to YouGov’s brand perception survey,… Read more »
Call centers might be the front line in the war between traditional command-and-control approaches to management and the third way of work. Alex Pentland found that the best predictor of performance… Read more »
Netflix had a rough year ever since it announced a major price hike and an ill-advised plan to spin off its DVD-by-mail service. That’s led to a massive decline in customer… Read more »
This report is intended to provide ISVs with guidance on partnering with hosting companies, establishing criteria for selecting a hosting service, metrics for measuring hosting performance as it relates to cloud… Read more »
How much do you love your iPhone 4S? Chances are the answer is “a lot.” New ChangeWave research data shows owner satisfaction with the iPhone 4S is much higher than that… Read more »
According to a survey to be released Tuesday, Apple is again the leader in computer owner satisfaction by a wide margin. Its lead in happy customers corresponds with an expansion of… Read more »
Gamification, that buzz word panned as hype by some, has increasingly won over companies, investors and even research firms like Gartner, which now predicts half of all companies will use gamification… Read more »
In 2011, we’re seeing extraordinary growth of big data in these areas along three dimensions: volume, complexity and speed. Additionally, data science is contributing significantly to operational efficiencies in these sectors… Read more »
A new survey measuring customer service among computer users was released today. To those who own a Mac, it probably won’t come as a surprise that Apple ranked highest. It was… Read more »