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Turn a Big Yawn into a Wake-up Call: 5 Top Trends for 2013

May 28, 2013 8:24:53 PM

This is not a complaint. Really. Whenever I see a reputable firm publish a document with a title like, “Top Five Contact Center Trends for 2013,” you know that they have my attention.

Why support can’t break its email addiction

Apr 1, 2013 6:07:18 PM

We keep hearing about the death of email as people (led by the younger generations) move to social media for the bulk of their messaging needs. But in this ComputerWorld article, Howard Baldwin refers to a Radicati Group projection that business...

What’s the channel for cloud computing?

Mar 21, 2013 12:08:19 AM

Organizations are adopting cloud computing because when it is done right it lowers total costs, reduces CAPEX in favor of predictable opex, improves IT productivity, and accelerates solution deployment. However, in the rush to the cloud, the value...

When in Rome

Mar 1, 2013 3:36:09 PM

I was sitting in the airport in Rome waiting for my flight to Frankfurt (where I would change planes to San Francisco). My Rome-to-Frankfurt flight was delayed, initially for 30 minutes and then for 2 hours. It was obvious that I was not going to...

Spring Training: What baseball can teach us about metrics

Feb 25, 2013 6:23:04 PM

More than any other sport, baseball is fixated on metrics. And in business, contact centers are similarly obsessed with collecting data and measuring performance. But as Moneyball showed us, data can only provide knowledge when it is the right data...

2012 Call Center Satisfaction Index: Why Johnny Can't Succeed

Jan 28, 2013 9:05:34 PM

In a article that you can read here, Leonard Kile summarizes a mixed bag of findings from the annual CFI Group survey of overall customer satisfaction with contact centers. It's a mixed bag because like the headline says,...

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