Best of ECT News

A recent episode of a Linux news podcast I keep up with featured an interview with a journalist who had written a piece for a non-Linux audience about giving it a try. It was surprisingly widely read. The writer's experience with some of the more popular desktop distributions had been overwhelmingly...

Cybersecurity has been becoming a larger and larger concern for organizations. Nowadays, most organizations -- regardless of size, industry, location, or profit vs. nonprofit status -- find themselves directly or indirectly impacted by cybersecurity. Even though the topic itself is increasing in im...

Digital transformation has become a prime focus for retailers these days. In order to grow, brick-and-mortar stores realize they must use their digital touchpoints to enhance their customers' in-store experiences. Online retailers recognize they need to separate themselves from the pack through fast...

Today's customer feedback world is extremely complex with data coming from a variety of sources. With the growing number of cross-functional teams and silos within an organization, leaders have been finding it increasingly difficult to capture the full 360-degree view of the customer to drive true c...

Until fairly recently, industry pundits had all but written off voice as a customer engagement channel. Considering there were more than 100 billion inbound calls via mobile devices alone in 2018, the past year has proven them wrong. There has been an incredible resurgence of voice as the new UI of ...

Do you take your online privacy seriously? Most people don't. They have an ideal scenario of just how private their online activities should be, but they rarely do anything to actually achieve it. The problem is that bad actors know and rely on this fact, and that's why there's been a steady rise in...

From big companies to small-town mom-and-pop shops to "mompreneurs" working from home, e-commerce is the key to keeping revenue streams flowing and businesses afloat. In fact, e-commerce is really the only way for you to ensure your business' longevity these days, especially if you are a small retai...

"Customer experience" is the great watchword of 2018 -- and it was a great watchword in 2017 and 2016, too. Eighty-five percent of executives said that CX was important to their companies' strategic priorities, in an Accenture survey. Sixty-two percent of companies viewed CX delivered by contact cen...

Things have been changing at an almost unprecedented rate with regard to power structures. The last time I saw this happen was in the 1970s, when the EEOC took off. Suddenly a lot of the off-color, sexist and racist jokes that many executives regularly told could get them fired. A surprisingly larg...