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Mobile devices are changing both how customers get in touch with call centers and how companies respond to those calls ...

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 ...

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 ...

This story was originally published on July 26, 2012, and is brought to you today as part of our Best of ECT News series. ...

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

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 ...

Using potatoes as an analog for humans, Boeing has come up with a new way to test for in-flight wireless signal strength ...

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 ...

YouTube on Monday launched Capture, an app for iPhone and iPod touch that lets people share their videos instantaneously ...

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 ...

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 ...

When the first banner ads came out in the 1990s, they attracted lots of attention -- and lots of click-throughs ...

It makes sense to watch the calendar when putting together a marketing plan. Holidays, seasons and events, after all, drive sales ...

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 ...

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 ...

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 ...

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 ...

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 ...

Remember Charlie? ...