I’ve been pondering lately some the practices and methodologies in the Contact Center industry that are out dated and in need of a new approach. One thing that comes to mind is how people measure and manage “Agent Occupancy”. My first lesson in Occupancy came in the summer of 1995 when I transitioned from the [...]
It’s Time to Deliver
There's an urban legend that during the dotcom melt down in 2001 Siebel experienced several quarters where they shipped more CRM seat licenses than what they actually sold. The first question that should come to ...
There's an urban legend that during the dotcom melt down in 2001 Siebel experienced several quarters where they shipped more CRM seat licenses than what they actually sold. The first question that should come to ...
Cisco Unified Intelligence Suite Helps with Excel Hell
Some of you know my disdain for the use of massive Excel files and what I call the “shotgun blast” approach to reporting. However, since they are a necessary evil in most environments today, I ...
Some of you know my disdain for the use of massive Excel files and what I call the “shotgun blast” approach to reporting. However, since they are a necessary evil in most environments today, I ...
When Privacy and Transparency Collide
I'm sure most of you saw that Barack Obama raised a record $55 million in the month of February, so I won't regurgitate old news here. But what I find more interesting than the jaw ...
I'm sure most of you saw that Barack Obama raised a record $55 million in the month of February, so I won't regurgitate old news here. But what I find more interesting than the jaw ...
Muhammad Yunus and Social Business
Last summer I wrote a post about the book A Billion Bootstraps which led to Amy and I getting involved in Microfinance. Since that time, I've been wrestling in my mind with how to combine ...
Last summer I wrote a post about the book A Billion Bootstraps which led to Amy and I getting involved in Microfinance. Since that time, I've been wrestling in my mind with how to combine ...
10 Things to Think About with the Future of Contact Centers
Some random musing on some things we need to be thinking about and mantras we need to depart from in order to move call centers forward. Call it too much caffeine on a Monday night… ...
Some random musing on some things we need to be thinking about and mantras we need to depart from in order to move call centers forward. Call it too much caffeine on a Monday night… ...
Your Resume, Your Blog, Your Personal Brand and Your Next Job
I was chatting with a friend of mine this weekend who is currently in search of a new job. He mentioned that, in addition to applying for specific positions, he has his resume posted on ...
I was chatting with a friend of mine this weekend who is currently in search of a new job. He mentioned that, in addition to applying for specific positions, he has his resume posted on ...