Understanding and dealing with difficult customers

All businesses, whether retail or a software firm, deal with difficult customers. These customers can be one of the worst things about a job. However, there are some key ways to speak with

Published on: November 16th, 2015 Robert Cordray

Facebook’s virtual assistant ‘M’ will try to usurp your own customer support

Facebook is launching a trial in Silicon Valley of its new virtual assistant M, but this assistant is more than just the AI offered by Apple's Siri or Microsoft's Cortana - it comes

Published on: August 26th, 2015 Brian Jackson

Twitter blows past 140 character limit for supersized DMs

While your public tweets and replies will still need to fall within Twitter’s 140 character limit, the caps are now off when it comes to direct messages (DMs). Twitter announced Wednesday that it

Published on: August 13th, 2015 Jeff Jedras

Share with your IT vendor! The daily mindset of great salespeople

Having been in technology sales for many years, I am often asked, by new and seasoned sales professionals alike, about how to create strong and lasting client relationships. While many are hoping for

Published on: June 29th, 2015 Brian Clendenin

Bank reduces customer service call times with IBM’s Tea Leaf software

SAN DIEGO - When Pamela Dancisin, the vice-president of marketing at Dollar Bank ran into a hiccup in helping customers create new accounts online, she knew her customer service agents needed better visibility.

Published on: May 12th, 2015 Brian Jackson

Salesforce.com adds intelligence to its Service Cloud

On-demand customer relationship management (CRM) vendor Salesforce.com has unveiled the Salesforce Service Cloud Intelligence Engine—an added layer of intelligence in the Service Cloud that fuels smarter customer service with data science. Citing studies

Published on: March 10th, 2015 Jeff Jedras

Microsoft rolling out 30 new features for the new release of Parature

Microsoft Corp. is rolling out its newest release of Parature, a solution that helps businesses manage their customer service experiences across different channels like the web, email, social media, online chat, and help

Published on: January 7th, 2015 Candice So

Bionym demos wearable integration with Salesforce app

Bionym is making the Nymi Band hardware available to developers for the first time. At Dreamforce in San Francisco, president Andrew D'Souza shows an example of what a customer-facing implementation of this wearable

Published on: October 14th, 2014 Brian Jackson

Hootsuite acquires Vancouver-based customer service startup

Hootsuite announced today that it has raised another $60 million in funding and that it has acquired social telephony firm Zeetl, another Vancouver-area startup. Zeetl's solution is designed for customer service department that

Published on: September 25th, 2014 Brian Jackson

Video cameras not just for surveillance, survey respondents say

Businesses using digital video cameras aren’t just using them for surveillance purposes – they’re also planning to expand those cameras into other areas of operation, according to new survey results. Eagle Eye Networks

Published on: June 25th, 2014 Candice So

Windows 8 becoming more popular among Canadian SMBs: survey

Windows 8 is winning a good chunk of the Canadian market when it comes to business PCs and tablets, according to a new survey from Sage Group PLC. Microsoft Corp.'s newest operating system

Published on: June 23rd, 2014 Brian Jackson

UnMarketing’s Scott Stratten: QR codes bad, social listening good

We recently caught up with the founder of UnMarketing and author of QR Codes Kill Kittens Scott Stratten at The Art of Marketing conference in Toronto. Hailing from Oakville, Ont. Stratten is now recognized as

Published on: June 3rd, 2014 Brian Jackson

IBM puts customer engagement products under one roof

TAMPA -- IBM Corp. has no shortage of software for helping organizations with what is broadly called customer engagement – everything from analytics to price optimization – and separate channels for selling them.

Published on: May 13th, 2014 Howard Solomon

How Hointer brings e-commerce into physical stores

Last week, we had a chance to tour the Retail Collective, a set of startups and technologies for retailers looking to lure consumers back to physical stores, instead of losing sales to e-commerce

Published on: March 14th, 2014 Candice So