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Ebay had the right idea but the wrong execution  Oct 17, 2007 11:55 PM By John Federman

Ebay recently announced that it would be taking a $1.43 billion loss this year because they overvalued Skype in its 2005 acquisition of the company

Is Your Website Talking to Your Call Center?  Dec 12, 2006 10:01 PM By John Federman

Most multichannel merchants do a fine job of branding across channels. But few are leveraging the information gathered across business units to enhance their multichannel strategy. For too long, companies have separated their online channels from their contact centers without realizing that the two units can work in unison to boost overall sales and improve customer experience.

Clarifying click-to-call  Apr 01, 2006 10:30 PM By John Federman

Recently e-commerce media buzz has focused around click-to-call technology, with Internet search giants Google and Yahoo! testing ways to enable immediate

The ABCs of “Click to Call”  Feb 28, 2006 8:52 PM By John Federman

Recently e-commerce media buzz has focused around click-to-call technology, with Internet search giants Google and Yahoo! testing ways to enable immediate Web-to-phone connections between buyers and sellers through their local search ads. But what exactly is click-to-call, and what does it mean to you?

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