Q&As

It’s so easy to track success at a customer service call center. All you have to measure are the number of calls, how quickly they’re handled, and whether

THE NOTORIOUS CRIMINAL Willie Sutton once was asked why he robbed banks. Because that’s where the money is, he replied. Welcome to the 21st century, Willie.

IT’S NOT ALL BAD NEWS. Yes, mailers will be hit with a postage increase next year. But they may be able to save money by drop shipping and commingling.

Time Warner’s Road Runner High Speed Online service is on the move, but it isn’t Wile E. Coyote that’s on the ISP’s tail it’s DSL. To win the race, Road

OK, I’LL ADMIT IT: I’M A postal nut. The first thing I do every day to tap into the latest buzz is search the Web for postal news from around the world

YOU THINK YOU HAVE it tough with privacy regulations? It could be worse. For starters, you could live in Europe. Unlike in the United States, privacy

DIRECT MARKETERS WANT TO do the right thing when it comes to metrics. But their desire far outpaces their ability, judging from a new survey by the CMO

How sad. AOL is asking e-mailers to pay a few pennies to guarantee delivery, and critics are griping. Oh, give it up. You don’t know what misery is. We’ll

SURELY ONE OF THE MOST ridiculous phrases to surface in business-speak lately is deep dive. It came up a few times at the recent E-mail Authentication

SMART COMPANIES HAVE A good handle on how to serve their customers. Others, well they try, but they miss the mark. Three different businesses served three