"One of the major areas that we're now finding to need major-league integration is the contact center and social networks." Social media opens many more channels for the customer and contact center.

In a great IT industry irony, ESN (enterprise social networking) software, designed to boost interaction and collaboration, is often ignored by users and ends up forgotten like the proverbial ghost ...

London, 8 October 2012 – The time has come to think seriously about enterprise social networking and consider its role within wider enterprise collaboration strategy, according to global analyst firm, ...

Enterprise social networks raise employee engagement levels to new heights, claim their advocates – making them a powerful internal marketing tool. Andy Sivell reports Common sense and best practice ...